Resolution Specialist
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.
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
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
Apply tot his job
Apply To this Job
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.
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
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
Apply tot his job
Apply To this Job