Customer NOC Analyst

The Customer NOC Analyst at Media Group Technology, will be part our 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 our Customer Care Team; data/analytics; incident/problem teams; and our technical and product teams. The Media Group 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 include accepting and handling customer-impacted technical issues from Tier 1 Contact-Center, meeting performance metrics, owning working relationships with partners, and serving as Tier 2 escalation. Duties also include troubleshooting issues, using ticketing systems, responding to support tickets, analyzing data, testing issues, and providing feedback on training resources.