Join arenaflex, a world-leading media and entertainment company, as we continue to revolutionize the way people consume content. As an Experienced Full Stack Customer NOC Analyst, you will play a critical role in ensuring the exceptional customer experience across our dynamic portfolio of consumer-first brands, including Peacock, NOW, Fandango, SkyShowtime, Showmax, and TV Everywhere.
**About arenaflex**
arenaflex is one of the world's leading media and entertainment companies, creating world-class content that we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences.
**Job Description**
As a key member of our Media Group Technology team, the Customer NOC Analyst will be part of our essential support team that oversees technical Tier 2 escalations, process workflow, and elevates the end-user experience. You will collaborate with our Customer Care Team, data/analytics, incident/problem teams, and technical and product teams to ensure seamless customer support.
**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.
* Serve as Tier 2 escalation point for customer care teams for technical support-related issues/assistance, including direct support to customers, proper troubleshooting, and timely response to support tickets and escalation to management team members.
* Analyze metrics and report performance trends to assist technical personnel to predict future technical-related issues, impairments, or enhancements.
* Be able to test and replicate technical issues (defects) and provide such testing/replication information to appropriate fix agent teams for issue resolution.
* Serve as a subject matter expert on technical issues to care team members and help provide feedback on training/troubleshooting sources/guides as well as other processes, procedures, tools/applications, etc.
**Essential Qualifications:**
* Bachelor's degree and/or relevant work experience.
* Prior work experience working on a technical support team.
* 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.
* Effectively flexible in approach, and responds well to pressure.
* A record of accomplishment of meeting or exceeding performance expectations.
* Strong interpersonal and communications skills to provide outstanding customer support to both internal and external customers.
* Motivated to establish and maintain strong professional partnerships and collaborations across stakeholder groups and individuals.
* 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.
* 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.
**Eligibility Requirements:**
* Interested candidate must submit a resume/CV through arenaflex website to be considered.
* Open to Fully Remote Candidates.
* Must have unrestricted work authorization to work in the United States.
* Must be 18 years or older.
* It is the policy of arenaflex and arenaflex's affiliated businesses to consider all qualified applicants for employment without regard to race, color, religion, national origin, sex (including pregnancy) sexual orientation, age, disability, veteran status, or other characteristics protected by law.
**Work Environment and Company Culture:**
As a member of the arenaflex team, you will be part of a dynamic and inclusive culture that values respect, authenticity, and innovation. We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. Our team members enjoy a collaborative and fast-paced work environment, with opportunities for professional growth and development.
**Compensation, Perks, and Benefits:**
arenaflex offers a competitive salary and benefits package, including:
* Medical, dental, and vision insurance
* 401(k) matching
* Paid time off
* Comprehensive training and development programs
* Opportunities for professional growth and advancement
* Collaborative and dynamic work environment
**How to Apply:**
If you are a motivated and experienced professional looking to join a world-leading media and entertainment company, please submit your resume/CV through arenaflex website. We look forward to hearing from you!
**Equal Employment Opportunity:**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.
**Accommodation Request:**
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. Please contact us at [insert contact email or phone number].