- Junior
- Ufficio in Hyderabad
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.
Your New Role:
The Software Support Developer will be the first point of contact for managing support tickets via Service Now and routing them to appropriate personnel when the request requires code fix.
Your Role Accountabilities:
Provide customer service and first level support to both external licensees and WBD internal users
Provide initial review of all tickets and troubleshoot for resolution
Escalate issues to the Level 2 support team when ticket requires code fix or application enhancements
Provide additional assistance via phone or zoom when the customer requires additional help with access, authentication, workarounds, etc.
Maintain an overall awareness of Saas solution updates via vendor release portal
Maintain documentation related to new users, multi-factor authentication, and quick reference guides.
Ensure initial contact service level agreements with our customers and vendors are upheld
Participate in efforts to execute testing on bug fixes that require solution enhancement when necessary
Follow all standard operating procedures (SOP) and maintain updated ticketing for events, incidents, requests, changes, problems, etc.
Understand the relationships, dependencies and impact of integrated business functions, core systems, applications, and technical platforms
Maintain relationships with other product support teams that service as the source or target system within our data flow
Perform other duties as required or assigned
Deliverables:
High quality user documentation
User setup guide
User access guide
MFA setup guide
Qualifications & Experiences:
2+ years of customer service experience
Experience with both traditional Waterfall SDLC and Agile/Lean methodologies
Ability to manage multiple, concurrent projects, activities, and tasks under time constraints
Exceptional communication, teamwork and influencing skills that foster a collaborative and continuous improvement environment
Strong critical/analytical thinking and problem-solving skills
Detail oriented, adaptive and a strong collaborator with a good work ethic
Strong verbal and written communication skills
Must be a self-starter
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.
Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. 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 require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.
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