ViacomCBS Manager, Product Technical Support in New York, New York
CBS BUSINESS UNIT: Showtime
JOB TYPE: Full-Time Staff
JOB SCHEDULE: Full-Time
JOB LOCATION: New York, NY
The Manager, Product Technical Support serves as escalation point for any issues negatively impacting users of our SHOWTIME stand-alone streaming service and Showtime Anytime, our TV Everywhere service. He or she is responsible for working with a small team of Technical Support Managers who collaborate with engineers, QA personnel, product managers and other staff to lead investigation and resolution of problems.
In this role, you’ll partner with the team to use your understanding of the components of our web sites, apps and backend to formulate/pursue theories about the causes of issues affecting customers. You will need to tenacious, and creative in using the tools at hand to pursue the underlying causes/possible resolutions for issues you’re tracking.
Additionally, you will ensure that senior management is aware of any problem affecting customers, will intermediate problems with customers, will develop troubleshooting and resolution steps, will improve, iterate and maintain documentation used by support staff, and will ensure that open issues remain top-of-mind for management and the team.
Additionally, you will gather relevant product feedback and feature requests and brainstorm process improvements to increase efficiency and productivity. You will also be responsible for producing regular reports and visuals to help management understand the evolving impact of customer-facing technical concerns, and will suggest ways to help the company as a whole serve customers experiencing technical issues.
Troubleshoot and/or gather relevant information from customers directly, when escalated, to identify/resolve issues via chat or phone.
Communicate clearly and frequently with all stakeholders about ongoing production issues. Escalate new issues via established escalation procedures.
Work directly with the Customer Support team to identify and resolve technical issues experienced by our customers.
Brainstorm and roll-out solutions to increase efficiency and effectiveness of the Product Technical Support team
Develop processes to regularly synthesize and elevate customer feedback given to the Technical Support team into actionable information for the Product team.
Provide real-time support for Customer Service or Technical Support agents who encounter problems they can’t resolve.
Schedule and/or provide support and monitoring of the service during high-traffic, high-viewing periods including season premieres and season finales, new app and feature launches.
Produce regular reports on production issues, customer feedback / behavior
Maintain the integrity of Help Center articles / FAQs, troubleshooting steps and customer communication to enable high-quality resolution.
Work with Customer Service, Technical Support team and Developers on how to continuously improve the internal Admin Tool to better serve the customers
Work with Product to understand new features and develop help center/knowledge base articles for customer.
Be flexible with changes on work hours and days to accommodate high peak traffic, premiere shows, live events and major release rollout.
4 to 5 years’ technical support experience preferably on video-based digital media and products or equivalent.
4 to 5 years’ experience working directly with customers to troubleshoot and gather necessary information to resolve customer issues
Experience in developing processes and in creating feedback channels from customers to product teams
Experience in training non-technical and technical support agents
Experience using developer/debugging tools like Xcode, Wireshark and Charles
Experience using ZenDesk or similar CRM system for communicating with customers
Experience using Jira or other ticketing system for tracking issues
Technical background and/or experience is preferred
An excellent communicator who can write or speak clearly about complex concepts
A critical thinker
A team player and fun to work with.
Known for your ability to follow-through.
Someone with a strong sense of accountability and ownership.
SHOWTIME continues to make its mark across the cultural landscape with one of the most successful programming lineups in television. The SHOWTIME programming slate features original series including Emmy® nominated limited series ESCAPE AT DANNEMORA, BILLIONS, HOMELAND, SHAMELESS, THE CHI, RAY DONOVAN, THE AFFAIR, KIDDING, BLACK MONDAY, THE LOUDEST VOICE, CITY ON A HILL, THE L WORD: GENERATION Q, BACK TO LIFE, WORK IN PROGRESS and ON BECOMING A GOD IN CENTRAL FLORIDA. The network’s eclectic, brand-defining programming is further distinguished by the captivating offerings of SHOWTIME Documentary Films, including docuseries THE CIRCUS: INSIDE THE WILDEST POLITICAL SHOW ON EARTH, Emmy-nominated WU-TANG CLAN: OF MICS AND MEN and THE FOURTH ESTATE and documentary films THE KINGMAKER and READY FOR WAR. SHOWTIME Sports continues to dominate with its flagship franchise SHOWTIME CHAMPIONSHIP BOXING® and the Emmy Award-winning series INSIDE THE NFL. SHOWTIME is currently available to subscribers via cable, DBS and telco providers, and as a stand-alone streaming service through Amazon, Apple®, Google, LG Smart TVs, Oculus Go, Roku®, Samsung and Xbox One. Consumers can also subscribe to SHOWTIME via Amazon’s Prime Video Channels, DirecTV Now, FuboTV, Hulu, Sling TV and YouTube TV. The network’s authentication service, SHOWTIME ANYTIME, is available at no additional cost to SHOWTIME customers who subscribe to the network through participating providers. Subscribers can also watch on their computers at  www.showtime.com and  www.showtimeanytime.com.
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