Analyst, Techline (Bilingual English/Japanese)

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 ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well-capitalized company will have significant scale as a pure-play set of assets anchored by leading news, sports and entertainment content. The spin-off is expected to be completed during 2025.
Job Description
The TechLine Analyst role is an exciting opportunity to be a part of the NBCU Global Service Desk, branded as TechLine.
Being the first point of contact for NBCU employees and partners requiring IT support, the Analyst will resolve a high percentage of issues at first contact. This role demands a high level of customer service to ensure that customer satisfaction targets are both maintained and exceeded.
The TechLine Analyst role is a technical role requiring knowledge of the core NBCU IT landscape. Analysts should be self-starters, excited about technology and able to find answers to resolve complex technical issues.
Responsibilities:

• Provide support to customers via phone, live chat, and working tickets in a high-volume environment
• Break-Fix support of IT issues
• Fulfill or triage customer requests
• Deliver exceptional customer service
• Understand Team targets and deliver to them
• Identify process improvement opportunities and provide feedback to the management team
• Collaborate where required on service improvement plans and operational projects

Qualifications

• Experience with common technologies including Windows, Mac OSX, Office 365, Active Directory, mobile, etc.
• Relevant IT Support experience
• Awareness of ITIL fundamentals
• Relevant experience in performing and managing clearly defined SLA targets
• Passionate about technology
• An environment suitable for working from home full-time (i.e., a quiet work area with minimal distractions and a strong, consistent internet connection)
• Ability to work with clients across different time zones
• Proficient in English and Japanese

Desired Characteristics:

• Someone who genuinely puts their customer first
• A team player who acts in the interest of all
• A passionate and motivated individual
• Someone with a flexible schedule that can cover later shifts, weekends, or holidays when needed

Additional Requirements:

• Fully Remote: This position has been designated as fully remote, meaning that the position is expected to be performed from a non-NBCUniversal worksite, most commonly an employee's residence.

This position is eligible for company-sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website.
Salary range: $62,000 - $72,000
Additional Information
As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations by emailing [email protected].
For LA County and City Residents Only: NBCUniversal will consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.