Customer Support Specialist

NBCUniversal; Belfast; On-site; GBP 25,000 - 45,000; Full time

Job summary

An innovative media and entertainment company is seeking a motivated Technical Support Specialist to join their dynamic team in Belfast. This role focuses on delivering exceptional customer service and ensuring client success across the Motion platform. You'll engage with customers through various channels, troubleshoot technical issues, and identify growth opportunities for the Sales team. If you're passionate about technology and eager to learn, this is a fantastic opportunity to make a significant impact in a fast-paced environment while enjoying a hybrid working pattern.

Qualifications

• 1+ years in a customer-focused technology environment.
• Experience with CRM platforms and remote support tools.

Responsibilities

• Assist users effectively with our tools and platforms.
• Respond to customer inquiries via email, phone, and chat.

Skills

Customer Service

Technical Support

Problem Solving

Negotiation Skills

Education

Degree in Business, Marketing, IT, or related field

Tools

Salesforce

Remote Support Tools

Job description

Company Description

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('SpinCo') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The spin-off is expected to be completed during 2025.

Job Description

SportsEngine is seeking a motivated Technical Support Specialist to join our fast-paced, high-growth team. The role involves supporting our customers across the Motion platform, working closely with the Customer Success Team. Our team is passionate about delivering excellent customer service and ensuring customer success.

The key responsibilities include:

1. Developing a strong understanding of our tools and platforms to assist users effectively.
2. Responding to customer inquiries via email, phone, and chat.
3. Identifying revenue growth opportunities for the Sales team.
4. Being the primary contact for clients during implementation and onboarding, liaising with colleagues to resolve issues.
5. Conducting root cause analysis to troubleshoot and resolve technical issues.
6. Escalating incidents to relevant departments.
7. Participating in team meetings and projects to foster a supportive environment.
8. Performing additional duties as assigned.

Qualifications

Minimum Requirements:

• At least 1 year of experience in a customer-focused technology environment.
• Experience with remote support tools.
• Technologically curious with a desire to learn.
• Experience handling calls, resolving end-user issues, and coaching users.
• Proactive, well-managed, and autonomous in delivering customer service.
• Energetic, engaging, and patient with all levels of users.
• Experience working in a fast-paced team environment.

Candidates must also demonstrate:

• Excellent organizational skills.
• Negotiation skills.
• Persistence and resilience.

Additional Skills & Experience:

• Degree in Business, Marketing, IT, or related field.
• Experience delivering client training remotely or onsite.
• Familiarity with CRM platforms like Salesforce.
• Sales experience in e-commerce or sports tech.
• Knowledge of or experience with the UK sports market.

Location: Belfast (hybrid working pattern)