SUMMARYAs a Viewer Experience Advocate, you will be the first point of contact for viewers and a critical brand ambassador. The right person for this role is enthusiastic at addressing our customers' needs and ready to take on new challenges. If you are someone who enjoys delivering world class customer service, then this is a great role for you.WHAT YOU'LL DOViewer Experience Advocates will assist viewers through phone and/or chat about account management, billing issues, content and basic site and application navigation.Provide account and application support to our viewers, specifically with regards to software functionality and troubleshooting of system configurations and network settings.Give accurate and real-time responses to viewer inquiries.
WHAT TO BRINGExperience using Windows Operating Systems, Microsoft Excel, Word and Google DocsExcellent typing, phone, and computer navigation skillsGood comprehension and documentation skillsAbility to navigate the Internet, email, and Instant MessengerFamiliarity with digital streaming services and devicesHave a positive, can-do attitude. You're flexible and have no problem quickly switching gears to better accommodate the needs of our viewers or our teamCommunicate effectively and professionally with others, from viewers to fellow advocatesStrong time management skills to ensure productivity in alignment with department standardsValue accountability across the board and take ownership of issues from start to finishFlexible schedule (40 hours per week) with availability to work overtime when needed. We are open 365 days a year (open holidays) with 24 hour supportMust have access to dependable transportationHigh school diploma, plus one or more years of experience in customer serviceMinimum six months previous experience in a customer service or technical support role in a call centerNICE-TO-HAVESProficiency in the following tools: Microsoft Outlook, JIRA, Chrome, Cornerstone, Hulu.com websiteAbility to maneuver effortlessly through various digital communication channels to provide viewers with prompt, courteous and accurate informationBe able to multi-task and have strong interpersonal skillsDemonstrates clear and concise communicationMaintains poise and professional attitude during high volume
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