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Lead, Product Technical Support

6528

New York, NY, US, 10019

Technology
New York
Full-Time

Showtime Networks Inc. (SNI) owns and operates the premium television networks SHOWTIME®, THE MOVIE CHANNEL™ and FLIX®, and also offers SHOWTIME ON DEMAND®, THE MOVIE CHANNEL™ ON DEMAND and FLIX ON DEMAND®, and the network's authentication service SHOWTIME ANYTIME®. Showtime Digital Inc., a wholly owned subsidiary of SNI, operates the stand-alone streaming service SHOWTIME®. 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 Smart TVs and Xbox One.

 

Overview &Responsibilities:

The Lead Manager, Product Technical Support manages the team that serves as an advancement point for any issues negatively impacting users of our SHOWTIME stand-alone streaming service and Showtime Anytime, our TV Everywhere service. The lead is responsible for mentoring and managing a small team of Technical Support Managers who work with engineers, QA personnel, product managers and other staff to lead investigation and resolution of problems.

In this role, you’ll partner with your team to use your understanding of the components of our web sites, apps and backend to formulate/pursue theories about the causes of problems affecting customers. You will need to be tenacious and creative in using the tools at hand to pursue the underlying causes/possible resolutions for issues you’re tracking!

Additionally, you will make certain that senior management is aware of any problems, guide those who are intermediating problems with customers, develop troubleshooting and resolution steps, improve, iterate and maintain documentation used by technical and customer support staff, and ensure that open issues remain top-of-mind for management and the team.

You'll work cross-functionally to better integrate the overall support cycle to enable a much faster response and resolution to technical issues. Additionally, you will gather applicable 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 Showtime as a whole serve customers experiencing technical issues.

 

Job Responsibilities:

  • Communicate clearly and frequently with all partners about ongoing production issues
  • Work directly with the Customer Support team to identify and resolve technical issues experienced by our customers
  • Brainstorm and roll-out solutions to enhance efficiency and effectiveness
  • Develop processes to regularly synthesize and elevate customer feedback into meaningful information
  • Provide real-time support for team members who encounter problems they can’t resolve
  • Schedule and/or provide support and monitoring of the service during high-traffic, high-viewing periods
  • Produce regular reports on production issues, customer feedback / behavior
  • Maintain the integrity of Help Center articles / FAQs, agent knowledge base, troubleshooting steps and customer communication to enable high-quality resolution
  • Collaborate with various teams and developers on how to continuously improve the internal Admin Tool and overall integration of tools to better serve customers
  • Work to understand new features and develop help center/knowledge base articles for customer

 

Basic Qualifications:

  • Significant technical support experience, preferably on video-based digital media and products or equivalent.
  • Significant experience working directly with customers to troubleshoot and gather necessary information to resolve customer issues
  • At least 2 years’ experience managing support personnel, and improving customer satisfaction
  • Experience in developing processes and feedback channels from customers to product teams
  • Experience in training non-technical and technical support agents
  • Experience using software such as ZenDesk or similar CRM systems, Xcode, Wireshark, Charles, and Jira

 

Additional Qualifications:

  • An excellent communicator who can write or speak clearly about complex concepts
  • Technical background and/or experience is helpful
  • A critical problem solver
  • A team player and fun to work with!
  • Known for your ability to follow-through
  • Someone with a strong sense of accountability and ownership
  • Willing to work shifted or flexible hours to overlap with peak support volume

 

#LI-MM1

 

ViacomCBS is an equal opportunity employer (EOE) including disability/vet. 

 

At ViacomCBS, the spirit of inclusion feeds into everything that we do, on-screen and off. From the programming and movies we create to employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. ViacomCBS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status. 

 

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access. https://www.viacomcbs.com/careers as a result of your disability. You can request reasonable accommodations by calling 212.846.5500 or by sending an email to viacomaccommodations@viacom.com. Only messages left for this purpose will be returned. 


Nearest Major Market: Manhattan
Nearest Secondary Market: New York City