Technical Support London, England
Job description
Every great story has a new beginning, and yours starts here.
Welcome to Warner Bros. Discovery… the stuff dreams are made of.
Who We Are…
When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
Job Title: Technical Support - Filmbankconnect
Department Name: FilmbankMedia (Filmbankconnect)
Location: Saffron Hill, London
Reports to: Director of Product Development
Background:
Filmbankmedia, a Joint Venture of Warner Bros., Sony Pictures and NT Digital Partners based in London, is a leader in Non-Theatrical content distribution internationally. Filmbankmedia distributes both blockbuster Feature Films as well as award winning episodic TV content to a variety of commercial markets. Filmbankmedia delivers content digitally through a variety of streaming and download products and services, collectively; Filmbankconnect.
Primary purpose of the role:
To own the customer relationship, handling and resolving technical issue for Filmbankconnect’s various end-users across the suite of products and services provided by the system.
Essential Job Functions:
- Solve the majority of customer problems, escalate those cases that require development team’s intervention to the next level of support
- Gather all the required information from the Customer, sales team and monitoring systems for further investigation with help of next level support
- Liaise with internal and external stakeholders, ensuring that contractual SLA's are met
- Follow up the solution of the incident
- Provide technical information to customers about service-affecting events via email, phone or other communication channels including ticketing systems (eg Jira)
- Collaborate on the design of evolving workflows and processes
- Maintain DTPs
What you will bring to the team:
- Priority management and problem-solving skills
- Experience of working in a customer-facing (IT) support function
- Familiarity with services such as AWS, Confluence & Jira
- Experience using monitoring tools
- Good general technical and IT knowledge
- Customer focused with good communications skills
How We Get Things Done…
This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
The Legal Bits…
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law. If you’re a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at [email protected].
