Warner Bros. Discovery
Remote

CX Tech, Tier II

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Welcome to Warner Bros. Discovery... the stuff dreams are made of.
Who We Are...
When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next...
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
Your New Role...
The Customer Experience Technician, Tier 2 will be responsible for communicating with digital consumers, troubleshooting issues, researching potential bugs, and working closely with other team members to ensure errors are reported, prioritized, and resolved. The person must have strong interpersonal, customer service and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a strong ability to multitask and must be familiar with video streaming and digital apps as well as the navigation of connected devices and smart TVs.
Your Role Accountabilities...

  • Interact daily with customers via email, chat, phone, app stores, social platforms, and other forms of communication ensuring the customer's inquiry is responded to and resolved within SLA and target goals
  • Resolving technical problems of assigned cases
  • Showcase advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms
  • Test and verify product functionality to reproduce customer issues
  • Document detailed failure and solution information within cases
  • Communicate courteously and effectively to understand issues from the customer's perspective
  • Deliver world-class, proactive customer service to internal and external stakeholders
  • Showcase advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms
  • Ability to meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance
  • Makes every effort to retain our customers business and ensure satisfaction at every step
  • Keen to solve problems - do a little research to get the whole picture, and navigate towards customer centric solutions within the parameters of established policies
  • Liaise with other departments to ensure seamless communication and successful resolution of company wide inquiries, issues, concerns, etc.


Qualifications & Experience...

  • Associate's degree or equivalent 2-years customer service experience required; 3+ years preferred
  • Knowledge of mobile apps, connected devices, and digital TV technology
  • Experience with Zendesk preferred
  • Proficiency with G Suite and demonstrated competency in learning new software
  • Strong technical, problem solving, and negotiation skills
  • Capability of crafting consumer-facing communications in an adept way to resolve issues and maintain consistent brand voice
  • Strong ability to multitask; complete troubleshooting steps while maintaining customer and internal team communication
  • Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
  • Strong analytical and critical thinking skills
  • Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
  • Ability to adjust priorities and manage time wisely in a fast-paced environment
  • Commitment to teamwork through relationship-building, reliability, trust, and collaboration
  • Must have the legal right to work in the U.S.


How We Get Things Done...
This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.
If you're a qualified candidate and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at [email protected].

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What are Warner Bros. Discovery Perks + Benefits

Warner Bros. Discovery Benefits Overview

Warner Bros Discovery offers a comprehensive set of benefits and perks to support employees in their personal and professional lives. Some program highlights include:

• Local medical, dental, and vision programs in many countries around the world.
• On-site wellness and fitness centers across several of our office locations.
• Family support programs. In the U.S., additional services include on-site childcare in certain offices, backup childcare services, family caregiver leave, adoption, surrogacy, and cryopreservation assistance, and more.
• Tools and resources to support the mental wellbeing of our employees and their dependents, including mental health counselors and 24/7 access to free, confidential support through our Employee Assistance Program administrators.
• Products and services to support financial wellbeing including financial planning tools, and a 401(k) savings plan in the U.S.
• Flexible work arrangements around the globe, allowing employees to better balance work and personal commitments.
• Global learning, leadership & organization programs to inspire, equip, and empower our people to thrive. These programs and resources are accessible to everyone at whatever stage they are in their career.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Summer hours
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Transgender health care benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Pay transparency
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Fertility benefits
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training
Virtual coaching services

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