Viewer Experience Advocate
About The Position
We're looking for a customer-focused and tech-savvy Viewer Experience Advocate to join a fast-paced support team dedicated to delivering exceptional viewer experiences. In this role, you'll serve as the first point of contact for viewers, assisting with account management, billing inquiries, content-related questions, and technical troubleshooting. You'll combine strong customer service skills with technical knowledge to help viewers enjoy a seamless streaming experience across multiple devices and platforms. This is an excellent opportunity for individuals who enjoy solving problems, helping customers, and working in an evolving digital environment.
Requirements
- High School Diploma or GED
- Minimum of 1 year of customer service experience
- Strong verbal and written communication skills
- Excellent typing and computer navigation abilities
- Ability to multitask across multiple applications and systems
- Strong problem-solving and troubleshooting skills
- Experience handling customer inquiries via phone, chat, or email
- Dependable transportation
Nice To Haves
- Call center experience
- Help desk or Tier 1 technical support experience
- Customer support experience in a fast-paced environment
- Familiarity with streaming platforms and digital media services
- Experience supporting mobile applications, websites, or connected devices
- Knowledge of common streaming devices and basic network functionality
Responsibilities
- Provide support via phone and chat for customer inquiries related to: Account management, Billing questions, Content availability, Website and app navigation, General troubleshooting.
- Assist viewers with basic technical issues involving streaming devices and network connectivity.
- Identify customer needs and recommend relevant products and services.
- Deliver outstanding customer service while maintaining professionalism and empathy.
- Accurately document customer interactions and resolutions.
- Utilize multiple systems and platforms simultaneously to support customers effectively.
- Adapt to changing business needs and support various products and customer groups.
- Meet productivity, quality, and performance expectations.
- Take ownership of customer issues from initial contact through resolution.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
