Customer Support Representative

UP Entertainment • Atlanta, GA

1d • Hybrid

About The Position

The Customer Experience Representative is responsible for providing customer support for the UP Entertainment Streaming and Linear Services - ensuring customers receive an UPLIFTING and best in class customer experience. This role is key to driving customer satisfaction and retention, which is tied directly to UP’s subscription service growth. The customer experience function for this role is primarily ticket based with an emphasis on written responses to meet or exceed department service level goals. In addition, this role will be relied upon for troubleshooting technology issues, contributing to the identification of trends with customer issues, and identifying opportunities to improve the customer experience.

Requirements

• Exceptional, written, and oral communication skills. Communicates well one on one, in small groups and larger presentations, including external public speaking. Writes clear, precise, well-organized documents using appropriate vocabulary, grammar, and wording
• Ability to work independently and collaboratively as a team; experience working with cross-functional teams
• Identifies significant problems and opportunities. Analyzes problems in depth and achieves effective resolution. Determines root causes for issues and solves for them, striving for continuous improvement.
• Consistent logic, rationality, and objectivity in decision-making. Neither indecisive nor hip-shooter. Generates sensible, realistic, practical solutions to problems. Exhibits a high level of integrity, earning trust of coworkers and putting organization and team above self-interests.
• Seeks feedback to improve performance and strives continuously build; Especially around the key elements of the service including distributors, platforms, and content.
• Proficient with Microsoft Outlook, Word, Excel and have worked with Zendesk or other customer support software.
• High school diploma or equivilant
• 2-4 years of previous experience in a customer facing role, ideally in media, digital MVPD(s) or OTT SVOD service(s), project management, e-commerce or retail.
• Sufficient familiarity with streaming services and technology/apps to be able to assist in troubleshooting. (Issues requiring deep technical understanding will be escalated to a dedicated programming team.)
• Experience managing high volume queues, preferably within a customer service environment

Nice To Haves

• Experience with business intelligence tools such as Looker, Tableau, and other marketing technology platforms is a plus.
• The ideal candidate will have experience with various (although not necessarily all) 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 and troubleshoot customer interactions across multiple communication channels and multiple devices.
• Ensure that customer interactions consistently reflect UP Entertainment’s brand values and communication strategy.
• Monitors satisfaction (internal and external). Establish relationships with customers. Visible and accessible to customers.
• Use ZenDesk data to monitor and uncover trends in volume, issues, and sentiment to drive process improvement and support management decision making.
• Monitor and QA customer experience across multiple platforms including web, Roku, Apple TV, Fire TV, and mobile applications to ensure consistent performance and a seamless user experience.
• Provide multi-channel customer support, including responding to customer inquiries through email, ZenDesk Live Chat, and ZenDesk Talk (phone support), ensuring timely and accurate resolutions.
• Participate in daily review sessions to discuss trends with overall request volume, concentrations of issues with the platform, and the nature of customer comments on forums, in-app review, and social media.
• Collaborate in developing customer support resources, such as writing and maintaining ZenDesk macros, as well as creating and updating knowledge base articles to enhance self-service options for customers.

What This Job Offers

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