Customer Experience/Support Specialist

UP Entertainment • Atlanta, GA

3d • Hybrid

About The Position

The Customer Experience/Support Specialist provides customer support for the UP Entertainment Streaming Service and helps ensure customers receive an uplifting, high-quality experience. The role contributes to customer satisfaction, retention, and subscription-service growth. Support is primarily ticket-based, with an emphasis on written responses that meet or exceed service-level goals. The specialist also troubleshoots technology issues, identifies trends in customer concerns, and contributes to improvements in the customer experience.

The position supports subscribers across multiple communication channels and devices, monitors customer experience across streaming platforms, and uses Zendesk data to help identify trends and inform process improvements. It also participates in daily reviews of customer issues and feedback and helps maintain customer-support resources, including Zendesk macros and knowledge-base articles. The position has no supervisory responsibilities.

Requirements

• High school diploma or equivalent.
• Two to four years of previous experience in a customer-facing role.
• Sufficient familiarity with streaming services and technology/apps to assist with troubleshooting.
• Experience managing high-volume queues, preferably in a customer-service environment.
• Proficiency with Microsoft Outlook, Word, and Excel.
• Experience with Zendesk or other customer-support software.
• Exceptional written and oral communication skills, including the ability to communicate clearly one-on-one, in groups, and in presentations.
• Ability to work independently and collaboratively, including with cross-functional teams.
• Problem-solving and analytical skills, including identifying root causes and resolving issues.
• Sound judgment and decision-making, with integrity and the ability to generate practical solutions.
• Commitment to seeking feedback and continuous learning, particularly regarding service distributors, platforms, and content.

Nice To Haves

• Customer-facing experience in media, digital MVPD, OTT SVOD services, project management, e-commerce, or retail.
• Experience with business intelligence tools such as Looker or Tableau, or other marketing technology platforms.
• Experience with app platforms such as iOS, Android, Amazon Fire, Xbox, Tizen, Apple TV, and Roku.

Responsibilities

• Respond to subscriber questions and concerns in a timely manner to meet or improve upon UP Entertainment’s service-level goals.
• Respond to and troubleshoot customer interactions across multiple communication channels and devices.
• Ensure customer interactions reflect UP Entertainment’s brand values and communication strategy.
• Monitor customer satisfaction and establish relationships with customers while remaining visible and accessible to them.
• Use Zendesk data to monitor and uncover trends in request volume, issues, and sentiment, supporting process improvement and management decision-making.
• Monitor and quality-assure customer experience across web, Roku, Apple TV, Fire TV, and mobile applications to support consistent performance and a seamless user experience.
• Provide support through email, Zendesk Live Chat, and Zendesk Talk phone support, ensuring timely and accurate resolutions.
• Participate in daily reviews of request-volume trends, platform issues, and customer feedback from forums, in-app reviews, and social media.
• Help develop and maintain customer-support resources, including Zendesk macros and knowledge-base articles, to improve customer self-service.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED