Email Production Associate

Come play a leading role in the growth of the Walt Disney Internet Group (WDIG), the online division of the Walt Disney Company. The Walt Disney Internet Group (WDIG) offers a compelling mix of interactive entertainment and information content and services for Internet and mobile devices for audiences around the world. WDIG is both a developer of unique new media experiences specifically designed for Internet and mobile media and a developer of new platforms for distributing content selected from broad, existing entertainment divisions and libraries of The Walt Disney Company (NYSE: DIS). Its paramount mission is to provide a safe, secure environment for consumers to experience the Disney brand anytime and anywhere as they inform and entertain themselves, look to join communities with other Disney fans, or shop for products and services. WDIG integrates the unmatched breadth of content with a best-practices approach to Internet and mobile technology and drives multiple revenue streams from premium content offerings, advertising and ecommerce. WDIG's suite of properties includes Disney.com and mDisney mobile entertainment, FamilyFun.com, Movies.com and Wondertime.com. Additionally, WDIG's Disney Mobile phone service is the first comprehensive mobile phone service with applications specifically developed to meet the needs of kids and parents. WDIG also provides strategic leadership, business execution support and a world-class technology platform for all the Walt Disney Company Internet properties, including category leaders ESPN.com, ABC.com and ABCNEWS.com. WDIG, which is headquartered in North Hollywood, Calif., has operations in Asia-Pacific, Europe and the Americas.

POSITION SUMMARY:

The Email Production Associate is responsible for managing the day to day operations and growth of the e-mail response management system (Kana) which is used across The Walt Disney Company to handle over 6,000 incoming customer emails a day. This includes project management of new processes/enhancements, roll out for new users and technical guidance to over 1000 end-users on Kana.

The position also acts as a liaison to engineering and technical operations to both resolve any issues that arise and to develop new processes and procedures for the Kana system.

JOB RESPONSIBILITIES:

• Implement, maintain and provide technical support via the KANA system
• Plan and coordinate of inbound email requests from business units
• Compile and report on documentation of work processes

QUALIFICATIONS:

• 1-4 years full time relevant work experience
• Bachelor's degree preferred
• Strong customer service skills
• Experience in providing technical support

SPECIFIC SKILLS REQUIRED:

• Ability to manage multiple tasks
• Experience with CRM application (Kana, Sales Force, Oracle, etc.)
• Well organized, process and detail oriented
• Strong writing and interpersonal communication skills
• Critical thinking and problem solving
• Strong technical experience

To expedite consideration, we highly recommend that you BOTH upload your resume AND copy and paste the text when creating your candidate profile.

JOB ID:97194df-tc

Experience/Skills
See above

Other desired skills:
Email Production Associate, help desk, tech support, kana