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Associate Support Technology Analyst
Hulu
Santa Monica, CA, United States
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Hulu is a premium streaming TV destination that seeks to captivate and connect viewers with the stories they love. We create amazing experiences that celebrate the best of entertainment and technology. We’re looking for great people who are passionate about redefining TV through innovation, unconventional thinking and embracing fun. It’s a mission that takes some serious smart, intense curiosity and determination to be the best. Come be part of the team that’s powering play.
SUMMARY
Hulu’s Viewer Experience (VX, or Customer Support) team is seeking a Support Technology Analyst who will be an exceptional addition to our Viewer Experience team. As a Support Technology Analyst at Hulu, you will be responsible for the day-to-day operations and evolution of HuluBot (Hulu’s automated support chatbot), scaling the tool to be an effective self-service support option for Hulu Viewers. The right person for this role is self-motivated, has a strong attention to detail, is intellectually curious, and enjoys solving complex problems. If you are someone who is eager to work in a fast-paced environment that requires translating complex, sometimes abstract ideas, into tangible solutions, then this is a great role for you.
WHAT YOU’LL DO
• Become an expert of Salesforce’s new Einstein Bots platform to effectively manage day-to-day workings of HuluBot
• Identifying new service scenarios where HuluBot can offer effective support to Hulu Viewers
• Oversee HuluBot content through collaboration with the VX Content team to manage the production of new content, required updates, and legal review of customer-facing experiences
• Partner with VX Analytics to oversee HuluBot’s KPIs and utilize data to identify areas of needed improvement
• Manage maintenance of viewer problem questions, including working with cross-site team to development new viewer statements, auditing viewer inputs, and improving upon question deficits
• Develop and establish best practices to forward the scaling of the HuluBot program
• Assist in identifying and operationalizing integration opportunities across Hulu systems and experiences
WHAT TO BRING
• Bachelor’s degree with a minimum of 2 years professional experience in a tech-oriented company setting
• An analytical eye with a propensity to think globally while enacting solutions through tangible changes
• Proficient in Microsoft Excel and comfortable with managing large amounts of data; familiar with general technology applications and industry standard CMS platforms
• Strong interest in artificial intelligence and how it can be leveraged to provide premium customer experiences
• Inherent curiosity and willingness to supplement knowledge gaps with self-driven research
• An ability to work in and adapt to fluid working environments and styles; can work well both independently and as part of a team
NICE-TO-HAVES
• Experience with Salesforce Service Cloud
• Held previous roles that integrated customer experience principles
• Familiar with Apex programming language
Just like the best ensemble casts of our favorite shows, Hulu embraces diversity and is proud to be an Equal Opportunity Employer.