Overview

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 Customer Support team is seeking a Virtual Viewer Experience Advocate who will be a critical part of our new product launch.  As a Contract Product Launch Advocate at Hulu, you will be the first point of contact for viewers (via phone) and a critical brand ambassador as we bring our new live TV offering to market. The right person for this role is enthusiastic at addressing our customers’ needs and ready to take on new challenges. If you are someone who is looking to be a part of something new and enjoys delivering world class customer service, then this is a great role for you.

WHAT YOU’LL DO

  • Contract Product Launch Advocates assist viewers over the phone about account management, billing issues, content and basic site and application navigation
  • They provide account and application support to our viewers, specifically with regards to software functionality and troubleshooting of system configurations and network settings
  • They give accurate and real-time responses to viewer inquiries

WHAT TO BRING

  • Experience using Windows Operating Systems, Microsoft Excel, Word and Google Docs
  • Flexible working virtual and onsite when needed
  • Excellent typing, phone, and computer navigation skills
  • Good comprehension and documentation skills
  • Ability to navigate the Internet, email, and Instant Messenger
  • 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 or our team
  • Communicate effectively and professionally with others, 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 for full-time roles; 20 hours per week for part-time roles) with availability to work overtime when needed. We are open 365 days a year (open holidays) with support hours from 5am – 10pm PST
  • Must have access to dependable transportation when business needs require you to come on site
  • High school diploma, plus one or more years of experience in customer service

NICE-TO-HAVES

  • 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 interpersonal skills
  • Demonstrates clear and concise communication
  • Maintains poise and professional attitude during high volume
  • Previous experience in customer service or a technical support role is a plus

VIRTUAL WORKSPACE REQUIREMENTS

  • A dedicated desk or table within your home, free from distractions and noise
  • Dedicated desk or table must be within 25 feet of the modem, in order to accommodate the provided Ethernet cord
  • Stable high-speed internet access with speeds of at least 10 Mbps. Must be connected to modem via Ethernet cord at all times. No wireless or satellite ISPs permitted. Test your connection at Speedtest.net
  • Must have accesses to a dependable landline or mobile device
  • Reside within a 120-mile commute of Santa Monica, CA