Viewer Experience Advocate

Job Description

Hulu is the leading premium streaming service offering live and on-demand TV and movies, with and without commercials, both in and outside the home. Operating at the intersection of entertainment and technology, Hulu has a unique opportunity to be the number one choice for TV. We captivate and connect viewers with the stories they love, and we’re looking for people who are passionate about redefining TV through innovation, unconventional thinking, and embracing fun. Join us and see what Hulugan life is all about.

Hulu's Viewer Experience (Customer Support) team is seeking a Viewer Experience Advocate (VXA) who will be an extraordinary addition to the team. As a VXA at Hulu, you will be the first point of contact for viewers and a critical brand ambassador. Are you someone who is hardworking? Do you enjoy addressing and delivering extraordinary customer service? Are you eager and ready to pursue new challenges? Then this is an excellent role for you!

• You will assist viewers through phone about account management, billing issues, content and basic site and application navigation
• Provide account and application support to our viewers, specifically with regards to software functionality and troubleshooting of system configurations and network settings
• You will provide accurate and real-time responses to viewer inquiries

• Experience using Windows Operating Systems, Microsoft Excel, Word and Google Docs
• You should have excellent typing, phone, and computer navigation skills with good comprehension and documentation skills
• Ability to navigate the Internet, email, Instant Messenger and familiarity with digital streaming services and devices
• Have a positive, can-do attitude. You're flexible and have no problem quickly switching gears to better accommodate the needs of our viewers and the team
• Communicate effectively and authoritatively, from viewers to fellow advocates
• Strong time management skills to ensure productivity in alignment with department standards
• Value accountability across the board and take ownership of issues from start to finish
• Flexible schedule (40 hours per week) with availability to work overtime when needed. We are open 365 days a year (open holidays) with 24 hour support
• Have access to dependable transportation
• High school graduate, plus 1 or more years of experience in customer service

• Proficiency in the following tools: Microsoft Outlook, JIRA, Chrome, Cornerstone, Hulu.com website
• Ability to maneuver effortlessly through various digital communication channels to provide viewers with prompt, courteous and accurate information
• Be able to multi-task and have strong social skills, demonstrate clear and concise communication
• Maintains poise and professional attitude during high volume
• Previous experience in customer service or a technical support role

Just like the best ensemble casts of our favorite shows, Hulu embraces diversity and is proud to be an Equal Opportunity Employer.