**Experienced Full Stack Customer NOC Analyst – Web & Cloud Application Development**

Join blithequark, a leading media and entertainment company, as a Full Stack Customer NOC Analyst in our Englewood Cliffs, NJ office. As a key member of our Media Group Technology team, you will play a vital role in overseeing technical Tier 2 escalations, process workflow, and elevating end-user experience for our customers. **About blithequark** blithequark 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 Peacock, our premium ad-supported streaming service. 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. **Our Culture** At blithequark, 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. We're always looking for ways to innovate faster, accelerate our growth, and consistently offer the very best in consumer experience. Our teams make the most out of every opportunity to collaborate and learn from one another, and we're backed by a culture of respect, authenticity, and inspiration. **Job Description** As a Full Stack Customer NOC Analyst, you will serve as a subject matter expert demonstrating technical proficiency within the Peacock end-user experience, self-service functionalities, and the agent-assisted technical support process. You will triage technical issues, including direct contact with Peacock subscribers, and resolve and/or escalate technical issues to the proper partner/client. **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 both live-time and follow-up through to successful issue resolution for the customer * 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, the 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 then 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 our 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 blithequark and blithequark'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 a blithequark employee at one of our locations prior to a hiring decision. blithequark'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 AccessibilitySupport@blithequark.com. **Compensation and Benefits:** We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer opportunities for career growth and professional development, as well as a dynamic and inclusive work environment. **How to Apply:** If you are a motivated and experienced professional looking to join a dynamic team, please submit your resume and cover letter through our website. We look forward to hearing from you! **Expected Salary:** Competitive salary range based on experience. **Location:** Englewood Cliffs, NJ **Apply Now:** [Apply for the job now!](https://jobviewtrack.com/en-us/job-1f1e416e58171b014a115243290f0f0b1c53006a281d4b47445e59662c1b54004f0e0d136f565014425c/7d46feda2695f1437cb6f31916e9ba70.html?affid=8451cf69ab9f70eb71ae1f2dbed8d4fa) [ad_2] Apply for this job Apply for this job