Full-Time Customer NOC Analyst

• The Customer NOC Analyst at Media Group Technology, will be part our essential support team that will oversee technical Tier 2 escalations, process workflow and elevating end user experience.
• This role will collaborate with our Customer Care Team; data/analytics; incident/problem teams; and our technical and product teams.
• The CXOC (Customer Experience Operations Center) Analyst will triage technical issues—including direct contact with Peacock subscribers—and resolve and/or escalate technical issues to the proper partner/client.

Essential Functions (Responsibilities):

1. Accept, triage, and handle-to-resolution escalated customer-impacted technical issues from Tier 1 Contact-Center (Care). This includes direct contact with customers through successful resolution and any appropriate follow-up to Customer Care and/or technical/client teams.
2. Meet and support performance metrics at all levels--including individual/personal; team/department/organization; as well as metrics for customer service, operational, and financial-related objectives.
3. Serve as Tier 2 escalation point for customer care teams for technical support-related issues/assistance. This includes:
4. Direct support to customers both live-time and follow-up through to successful issue resolution for the customer. In various forms of communication—chat, email, and phone.
5. Direct and timely engagement with customer care teams in the handoff and follow-up on escalated cases as appropriate
6. Properly troubleshoot technical issues using various tools/applications to identify and resolve customer technical issues
7. Use ticketing systems/case management systems to properly work, disposition, and document customer tickets/cases
8. Own the timely response of support tickets and escalation to management team members; the problem/incident management team; and/or technical/client or product teams as appropriate
9. Analyze metrics and report performance trends to assist technical personnel to predict future technical-related issues, impairments, or enhancements
10. Be able to test and replicate technical issues (defects) and then provide such testing/replication information to appropriate fix agent teams for issue resolution.

Basic Qualifications:

• Bachelor’s degree and/or relevant work experience
• Prior work experience working on a technical support team
• Willingness and ability to work or be on call at any time, sometimes on short notice to support

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