L2 Customer NOC Analyst

This role will be part of an essential support team that will oversee technical Tier 2 escalations, process workflow and elevating end user experience. At the core, this role will collaborate with the Customer Care Team; data/analytics; incident/problem teams; and technical and product teams. The Customer NOC Analyst will serve as subject matter expert demonstrating technical proficiency within the Peacock end user experience; self-service functionalities; and the agent assisted technical support process. The CXOC (Customer Experience Operations Center) Analyst will triage technical issues—including direct contact with Peacock subscribers—and resolve and/or escalate technical issues to the proper partner/client. Essential Functions (Responsibilities): Accept, triage, and handle-to-resolution escalated customer-impacted technical issues from Tier 1 Contact-Center (Care). 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. Properly troubleshoot technical issues using various tools/applications to identify and resolve customer technical issues