Resolution Specialist

The Walt Disney Company•San Antonio, TX

About The Position

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, a massive library of hit series and movies, and live television and Disney+ is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s direct-to-consumer (DTC) experience through strategic hard work and determination. Job Summary: We are seeking a Resolution Specialist who will be an outstanding addition to our Viewer Experience Operations team.

Requirements

High School diploma or GED equivalent
2+ years of customer support work experience
Strong verbal and written communication skills
Strong time management and organizational skills
Detail Oriented
Strong technical competence
Available to work 40 hours per week and availability to work overtime when needed.
We are open 365 days a year (open holidays) with 24-hour support

Nice To Haves

Strong understanding of Viewer Experience operations metrics and policies
Proven understanding of Viewer Experience tools and operations ecosystem

Responsibilities

Act as final escalation for complex contacts from customers by providing a flawless experience across all contact channels and may support a range of products/services across the Disney organization on a global scale
Solve complex problems, time critical inquiries, and multi-task in high-volume situations including, but not limited to providing guidance to our frontline support teams during tough contacts to ensure the most accurate and relevant information is surfaced to the customer
Bring up issues and bugs to key VX and business team partners by accurately using our Critical issue Protocol for the appropriate team
Track issues and outages from start to finish, including reproducing issues and advancing to the appropriate teams
Point of contact for all Hulu, Disney+, ESPN+, and Star+ issues that arise and cascade to the appropriate teams to resolve while advising our viewers through all contact channels
Contribute to niche work streams within supporting business needs (Legal, Executive Escalations, 3rd Party partnerships, Technical Support functions)
Handling critical partner concerns from C-level executives
Workflows: participate in the development of specialized workflows based on business needs
SOX Compliance: support required SOX compliance functions and audits
Business Continuity Protocols: support 24/7/365 BCP infrastructure and workflows as appropriate