Experienced L2 Customer Network Operations Center Analyst for Enhanced Customer Experience and Technical Support in a Dynamic Media Environment

Introduction to blithequark blithequark is one of the world's leading media and entertainment companies, creating world-class content distributed across a portfolio of film, television, and streaming services. We bring our content to life through theme parks and consumer experiences, owning and operating leading entertainment and news brands. Our impact is rooted in improving the communities where our employees, customers, and audiences live and work, championing an inclusive culture and striving to attract and develop a talented workforce. Job Overview We are seeking an experienced L2 Customer NOC Analyst to join our essential support team, overseeing technical Tier 2 escalations, process workflow, and elevating end-user experience. As a subject matter expert, you will demonstrate technical proficiency within our end-user experience, self-service functionalities, and agent-assisted technical support process. You will collaborate with our Customer Care Team, data/analytics, incident/problem teams, and technical and product teams to resolve technical issues and improve customer satisfaction. Key Responsibilities Accept, triage, and handle-to-resolution escalated customer-impacted technical issues from Tier 1 Contact-Center (Care), including direct contact with customers through successful resolution and any appropriate follow-up to Customer Care and/or technical/client teams. Meet and support performance metrics at all levels, including individual/personal, team/department/organization, as well as metrics for customer service, operational, and financial-related objectives. Own and manage strong working relationships with internal and external partners and clients, serving as a Tier 2 escalation point for customer care teams for technical support-related issues/assistance. Provide direct support to customers through various forms of communication, including chat, email, and phone, and engage with customer care teams in the handoff and follow-up on escalated cases as appropriate. Properly troubleshoot technical issues using various tools/applications to identify and resolve customer technical issues, and use ticketing systems/case management systems to properly work, disposition, and document customer tickets/cases. Analyze metrics and report performance trends to assist technical personnel in predicting future technical-related issues, impairments, or enhancements, and test and replicate technical issues (defects) to provide information to appropriate fix agent teams for issue resolution. Essential Qualifications Bachelor's degree and/or relevant work experience in a technical support team. Prior work experience working on a technical support team, with a willingness and ability to work or be on call at any time, sometimes on short notice to support. Desired Characteristics Strong attention to detail, communication, and interpersonal skills, with the ability to effectively flex in approach and respond well to pressure. A record of accomplishment of meeting or exceeding performance expectations, with strong interpersonal and communications skills to provide outstanding customer support to both internal and external customers. Motivation to establish and maintain strong professional partnerships and collaborations across stakeholder groups and individuals, with a keen sense of intellectual curiosity and a desire to improve the customer experience through daily work efforts. Proven record of accomplishment of analyzing data and using analysis to drive key insights and recommendations, with experience in technical tier 2 team, preferably in a streaming environment. Experience in a role with a record of accomplishment of Operational excellence with high energy level, and formidable team skills. Skills and Competencies Technical proficiency in troubleshooting and resolving technical issues, with experience in using various tools and applications to identify and resolve customer technical issues. Strong analytical and problem-solving skills, with the ability to analyze metrics and report performance trends to assist technical personnel in predicting future technical-related issues. Excellent communication and interpersonal skills, with the ability to provide direct support to customers through various forms of communication and engage with customer care teams in the handoff and follow-up on escalated cases. Ability to work in a fast-paced environment, with a willingness and ability to work or be on call at any time, sometimes on short notice to support. Career Growth Opportunities and Learning Benefits At blithequark, we offer a range of career growth opportunities and learning benefits to help you develop your skills and advance your career. You will have the opportunity to work with a talented team of professionals, collaborate with internal and external partners and clients, and contribute to the development of innovative solutions to improve customer satisfaction. We also offer training and development programs, mentorship opportunities, and a range of benefits to support your career growth and well-being. Work Environment and Company Culture blithequark is committed to creating a positive and inclusive work environment, where employees feel valued, respected, and supported. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world. Our company culture is built on a foundation of respect, integrity, and excellence, and we are committed to making a positive impact on the communities where our employees, customers, and audiences live and work. Compensation, Perks, and Benefits blithequark offers a competitive compensation package, including a range of perks and benefits to support your well-being and career growth. We offer a comprehensive benefits package, including health insurance, retirement savings, and paid time off, as well as a range of perks, including flexible working hours, remote work options, and professional development opportunities. Conclusion If you are a motivated and experienced technical support professional looking for a new challenge, we encourage you to apply for the L2 Customer NOC Analyst role at blithequark. With a strong focus on customer satisfaction, technical excellence, and career growth, we offer a unique and rewarding work environment that will challenge and inspire you to achieve your full potential. Apply now to join our team and contribute to the success of blithequark.