L2 Customer NOC Analyst - Remote

Overview

The Customer NOC Analyst at NBCUniversal's Media Group will be part of a support team overseeing technical Tier 2 escalations and enhancing the end user experience across various platforms.

In Short

• Handle escalated technical issues from Tier 1 Contact-Center.
• Support performance metrics at individual and team levels.
• Manage relationships with internal and external partners.
• Provide direct support to customers via chat, email, and phone.
• Troubleshoot technical issues using various tools.
• Document customer tickets and manage case management systems.
• Analyze metrics to predict future technical-related issues.
• Test and replicate technical issues for resolution.
• Act as a subject matter expert for the care team.
• Collaborate with various teams to enhance customer experience.

Requirements

• Bachelor’s degree or relevant work experience.
• Prior experience in a technical support role.
• Willingness to be on call at short notice.
• Strong attention to detail and communication skills.
• Ability to work under pressure and maintain flexibility.
• Record of meeting performance expectations.
• Strong interpersonal skills for customer support.
• Experience in a technical tier 2 team, preferably in streaming.
• Operational excellence and teamwork skills.

Benefits

• Opportunity to work with leading media brands.
• Inclusive company culture.
• Collaboration with diverse teams across the globe.
• Access to innovative technologies and platforms.
• Professional development opportunities.