Customer Support Representative

About the role

The Customer Experience Representative is responsible for providing customer support for UP Entertainment's streaming and linear services, ensuring customers receive an uplifting and best-in-class customer experience. This role is key to driving customer satisfaction and retention, which is tied directly to UP’s subscription service growth.

Responsibilities

• Respond to subscriber questions and concerns in a timely manner to meet or improve upon UP Entertainment’s service level goals.
• Respond and troubleshoot customer interactions across multiple communication channels and multiple devices.
• Ensure that customer interactions consistently reflect UP Entertainment’s brand values and communication strategy.
• Maintain composure under pressure while meeting deadlines.
• Monitor satisfaction (internal and external).
• Establish relationships with customers. Visible and accessible to customers.
• Use ZenDesk data to monitor and uncover trends in volume, issues, and sentiment to drive process improvement and support management decision making.
• Provide multi-channel customer support, including responding to customer inquiries through email, ZenDesk Live Chat, and ZenDesk Talk (phone support), ensuring timely and accurate resolutions.
• Participate in daily review sessions to discuss trends with overall request volume, concentrations of issues with the platform, and the nature of customer comments on forums, in-app reviews, and social media.
• Collaborate in developing customer support resources, such as writing and maintaining ZenDesk macros, as well as creating and updating knowledge base articles to enhance self-service options for customers.

Requirements

• Exceptional oral and written communication skills.
• Ability to work independently and collaboratively as a team; experience working with cross-functional teams.
• Identifies significant problems and opportunities. Analyzes problems in depth and achieves effective resolution. Determines root causes for issues and solves for them, striving for continuous improvement.
• Consistent logic, rationality, and objectivity in decision-making. Generates sensible, realistic, practical solutions to problems. Exhibits a high level of integrity, earning trust of coworkers and putting organization and team above self-interests.
• Seeks feedback to improve performance and strives continuously build; especially around the key elements of the service including distributors, platforms, and content.
• Proficient with Microsoft Outlook, Word, Excel and has worked with Zendesk or other customer support software.
• Sufficient familiarity with streaming services and technology/apps to be able to assist in troubleshooting.
• Experience managing high volume queues, preferably within a customer service environment.

Skills

• Oral & Written Communications: Exceptional, written, and oral communication skills. Communicates well one on one, in small groups and larger presentations, including external public speaking. Writes clear, precise, well-organized documents using appropriate vocabulary, grammar, and wording.
• Teamwork: Ability to work independently and collaboratively as a team; experience working with cross-functional teams.
• Problem Solving and Analysis: Identifies significant problems and opportunities. Analyzes problems in depth and achieves effective resolution. Determines root causes for issues and solves for them, striving for continuous improvement.
• Judgment and Decision Making: Consistent logic, rationality, and objectivity in decision-making. Neither indecisive nor hip-shooter. Generates sensible, realistic, practical solutions to problems. Exhibits a high level of integrity, earning trust of coworkers and putting organization and team above self-interests.
• Continuous Learning: Seeks feedback to improve performance and strives continuously build; Especially around the key elements of the service including distributors, platforms, and content.

Technical Skills

• Microsoft Outlook, Word, Excel.
• Worked with Zendesk or other customer support software.
• Experience with business intelligence tools such as Looker, Tableau, and other marketing technology platforms is a plus.
• Experience with various (although not necessarily all) app platforms such as iOS, Android, Amazon Fire, Xbox, Tizen, Apple TV, and Roku.

Education/Experience

• High school diploma or equivalent.
• 2-4 years of previous experience in a customer facing role, ideally in media, digital MVPD(s) or OTT SVOD service(s), project management, e-commerce or retail.
• Sufficient familiarity with streaming services and technology/apps to be able to assist in troubleshooting. (Issues requiring deep technical understanding will be escalated to a dedicated programming team.)

Certifications

This job currently has no certification requirements.

Supervisory Responsibilities

This job has no supervisory responsibilities.