Temporary Customer Support Representative - Part Time for a Leading Entertainment Company with Remote Work Opportunities

Introduction to UP Entertainment

Imagine being part of a team that brings uplifting and authentic storytelling to audiences everywhere. UP Entertainment, home to UPtv, UP Faith & Family, and AspireTV, is a leading destination for positive and inspiring content. As a Temporary Customer Support Representative - Part Time, you will play a vital role in ensuring our customers have an exceptional experience with our Subscription Video-On-Demand (SVOD) services. With a modern, fully remote work style, you'll have the flexibility to work from anywhere and contribute to our mission of providing the best in family and faith-friendly entertainment.

Job Summary

The Temporary Customer Support Representative - Part Time is responsible for providing top-notch customer service and support to our SVOD subscribers. This role is crucial in driving customer satisfaction and retention, which directly impacts our subscription service growth. As a key member of our customer support team, you will respond to customer inquiries, troubleshoot issues, and document technology problems to help us identify trends and areas for improvement. Your excellent written communication skills and ability to work in a fast-paced environment will enable you to provide timely and effective solutions to our customers.

Key Responsibilities

• Respond to subscriber questions and concerns in a timely manner to meet or exceed our service level goals
• Troubleshoot customer interactions across multiple communication channels and devices
• Ensure customer interactions consistently reflect our brand values and communication strategy
• Review reports to understand trends in request volume, platform issues, and customer comments on forums, in-app reviews, and social media
• Use Zendesk data to monitor and uncover trends in volume, issues, and sentiment to drive process improvement and support management decision-making

Essential Qualifications

To succeed in this role, you should have:

• A Bachelor's degree in business, communications, or a related field, or equivalent years of experience
• 1+ years of experience in a customer-facing role, ideally in media, digital MVPD(s), or OTT SVOD services
• Sufficient familiarity with streaming services and technology/apps to assist in troubleshooting
• Experience managing high-volume queues, preferably in a customer service environment
• A strong understanding of the digital streaming space

Preferred Qualifications

While not required, the following skills and experience are preferred:

• Experience with Zendesk or other customer support software
• Proficiency with Microsoft Office applications, especially Excel
• Familiarity with various app platforms, such as iOS, Android, Amazon Fire, Xbox, Tizen, Apple TV, and Roku

Soft Skills and Competencies

To excel in this role, you should possess:

• A passion for serving others and excellent written and customer service skills
• Ability to triage issues and clearly communicate solutions in a concise manner
• Patience, tact, and adaptability in communicating with customers of varying personalities and technical expertise
• Strong emotional intelligence and ability to work cross-functionally with diverse teams
• A continuous learning mindset, especially around key elements of our service, including distributors, platforms, and content

Career Growth and Learning Opportunities

At UP Entertainment, we're committed to helping our employees grow and develop in their careers. As a Temporary Customer Support Representative - Part Time, you'll have access to:

• Training and development programs to enhance your customer service and technical skills
• Opportunities to work on special projects and collaborate with cross-functional teams
• Feedback and coaching to help you achieve your career goals

Work Environment and Company Culture

Our company culture is built on values of inclusivity, respect, and empathy. We believe in creating a work environment that is supportive, collaborative, and fun. As a remote employee, you'll be part of a distributed team that is passionate about delivering exceptional customer experiences. We're committed to equal employment opportunities and provide reasonable accommodations for applicants and employees with disabilities.

Compensation and Benefits

We offer a competitive salary and benefits package to attract top talent. While we can't disclose specific details, you can expect:

• A comprehensive benefits package, including health, dental, and vision insurance
• Opportunities for professional growth and development
• A dynamic and supportive work environment

Conclusion

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply for our Temporary Customer Support Representative - Part Time position. With a modern, remote work style and a commitment to employee growth and development, we're confident that you'll find a fulfilling and exciting career with UP Entertainment. Apply now and join our team of dedicated professionals who are shaping the future of entertainment!

Ready to apply? Click here to submit your application and resume. We look forward to hearing from you!

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