Senior Tier 3 Social Cust Expr Technician

Every great story has a new beginning, and yours starts here.

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role…

The Senior Social Advanced Support (Tier 3) Technician will be a lead on the Customer Experience (CX) Strategy & Ops team, acting as a subject matter expert for WBD’s streaming products/services and provide social advanced support for issues that cannot be resolved by lower tiers and/or other Advanced Support team members/teams. As a lead contributor on the CX Social Advanced Support CX team, they will focus on delivering day-to-day coaching/support to all tiers, identifying workflow requirements, operational/tool enhancements, data analysis, advanced problem solving, and partner regularly with leadership. She/he will provide ongoing escalation guidance to the CX Social Advanced Support team and act as a close collaborator to extended cross-functional teams across WBD Digital Products. The ideal candidate will exhibit a combination of strong technical acumen and customer service excellence, as well as have the ability to prioritize and resolve/complete complex issues/projects with professionalism and poise. She/he will work closely with CX Management to continuously challenge/define/refine what excellence means for CX and empower the CX Social Advanced Support team to continuously deliver on these goals to achieve the highest levels of customer satisfaction and support.

Your Role Accountabilities…

• Function as a subject matter expert on WBD streaming products/services, as well as all responsibilities maintained by the Social Advanced Support teams and continuously remain current in that knowledge
• Partner with CES management to oversee and improve upon all aspects of escalations, identifying workflow requirements and gaps, as well as overall support process development, improvement, and team coaching opportunities
• Identify advanced troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing knowledge base articles or other known troubleshooting steps
• Work …