Experienced L2 Customer Network Operations Center Analyst – Technical Support and Customer Experience Enhancement Specialist

Introduction to blithequark

blithequark is one of the world's leading media and entertainment companies, creating world-class content distributed across a portfolio of film, television, and streaming services. We bring our content to life through theme parks and consumer experiences, owning and operating leading entertainment and news brands. Our impact is rooted in improving the communities where our employees, customers, and audiences live and work, with a rich tradition of giving back and ensuring our employees have opportunities 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.

Job Overview

Our Media Group portfolio is a powerhouse collection of consumer-first brands, supported by media industry leaders. When you join our team, you’ll work across our dynamic portfolio, powering streaming across more than 70 countries globally. We’re always looking for ways to innovate faster, accelerate our growth, and consistently offer the best in consumer experience. The Customer NOC Analyst at blithequark will be part of our essential support team, overseeing technical Tier 2 escalations, process workflow, and elevating end-user experience. This role will collaborate with our Customer Care Team, data/analytics, incident/problem teams, and our technical and product teams.

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 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.
• Access and use various data sources to extrapolate examples of technical issues (defects) that might be causing negative customer experiences—and then using that information to develop examples for issue resolution with appropriate stakeholders.
• 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.

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.

Career Growth Opportunities and Learning Benefits

At blithequark, we believe in investing in our employees' growth and development. As a Customer NOC Analyst, you will have access to training and development programs, mentorship opportunities, and a culture that encourages continuous learning and improvement. You will be part of a dynamic team that is passionate about delivering exceptional customer experiences and driving business results.

Work Environment and Company Culture

Our company culture is built on a foundation of respect, inclusivity, and collaboration. We believe in creating a work environment that is supportive, flexible, and empowering. Our employees are our greatest asset, and we strive to create a workplace that is engaging, challenging, and rewarding. We offer a range of benefits, including flexible working arrangements, professional development opportunities, and a comprehensive rewards package.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a salary, benefits, and perks that are designed to attract and retain top talent. Our benefits package includes health insurance, retirement savings, and paid time off, among other benefits. We also offer a range of perks, including access to our products and services, discounts, and exclusive events.

Conclusion

If you are a motivated and experienced technical support professional looking for a new challenge, we encourage you to apply for the Customer NOC Analyst role at blithequark. This is an exciting opportunity to join a dynamic team and contribute to the delivery of exceptional customer experiences. With a competitive compensation package, comprehensive benefits, and a supportive work environment, this is a great chance to take your career to the next level. Apply now to join our team and be part of a company that is shaping the future of media and entertainment.