Experienced Full Stack Customer NOC Analyst – Technical Support and Customer Experience Operations

As a leading media and entertainment company, arenaflex is at the forefront of innovation and customer experience. We're seeking an experienced Full Stack Customer NOC Analyst to join our team, where you'll play a critical role in delivering exceptional customer support and driving operational excellence. If you're passionate about technology, customer experience, and teamwork, we want to hear from you.

About arenaflex

arenaflex is a world-leading media and entertainment company, creating and distributing world-class content across film, television, and streaming. Our portfolio includes iconic brands such as NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, and Peacock, our premium ad-supported streaming service. We're committed to improving the communities where our employees, customers, and audiences live and work, and we strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Our Impact

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. 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.

The Role

As a Full Stack Customer NOC Analyst, you'll be part of our essential support team, overseeing technical Tier 2 escalations, process workflow, and elevating end-user experience. You'll collaborate with our Customer Care Team, data/analytics, incident/problem teams, and technical and product teams to deliver exceptional customer support and drive operational excellence.

Key Responsibilities

* Accept, triage, and handle-to-resolution escalated customer-impacted technical issues from Tier 1 Contact-Center (Care)

• Meet and support performance metrics at all levels, including individual/personal, team/department/organization, and 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
• Direct support to customers through live-time and follow-up through to successful issue resolution
• Properly troubleshoot technical issues using various tools/applications to identify and resolve customer technical issues
• Use ticketing systems/case management systems to properly work, disposition, and document customer tickets/cases
• Own the timely response of support tickets and escalation to management team members, problem/incident management team, and/or technical/client or product teams as appropriate
• 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.

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.

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with an arenaflex employee at one of our locations prior to a hiring decision. arenaflex's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. 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. You can submit your request to [email protected].

Compensation and Benefits

arenaflex offers a competitive compensation package, including a salary range of $80,000 - $110,000 per year, depending on experience. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

How to Apply

If you're passionate about technology, customer experience, and teamwork, and you're looking for a challenging and rewarding role, apply now! Please submit your resume/CV through arenaflex website to be considered. We can't wait to hear from you! Apply for this job