Customer Support & Business Process Specialist

Job Description

Job Description

Position Summary

We are looking for a hands-on, analytical person who can handle customer support while also improving the processes, documentation, and systems that keep the company running.

Most of your time will be spent resolving customer issues and working with internal teams. A defined portion of the role is dedicated to process improvement—turning recurring problems into clear, repeatable ways of working so fewer things depend on undocumented knowledge or executive involvement.

Customer Support

• Own assigned tickets from first contact through resolution
• Communicate clearly and consistently with customers
• Coordinate with Engineering, Production, and other teams as needed
• Escalate appropriately and keep open issues from stalling
• Document troubleshooting steps, resolutions, and recurring patterns
• Identify issues that point to product, training, process, or documentation gaps

Business Process Improvement

Business process improvement is an integral part of this role, with dedicated time reserved for these activities:

• Map current workflows and identify unclear ownership, bottlenecks, and missing information
• Create practical procedures, checklists, templates, and process guides
• Reduce reliance on individual memory, informal communication, and executive involvement
• Improve how information is organized and shared across the company
• Evaluate and improve use of ticketing, project management, documentation, and other business systems
• Identify practical opportunities for AI and automation
• Work with staff and developers to implement improvements and track results

What We’re Looking For

• Analytical and curious about how things actually work
• Comfortable working with customers and able to communicate clearly with both technical and non-technical people
• Organized, follows issues through to completion, and thinks about the next required action
• Notices recurring problems and looks for ways to prevent them
• Interested in systems, AI, automation, and process improvement
• Able to balance urgent customer needs with longer-term improvement work
• Willing to take initiative and help where needed in a small-company environment

Qualifications

• Bachelor’s degree preferred in Information Systems, Business Analytics, Operations Management, Computer Information Systems, Business Administration, or a related field
• Strong analytical, problem-solving, and written/verbal communication skills
• Comfortable with software systems, data, and technical information
• Ability to document processes clearly

Preferred

• Experience in customer or technical support, information systems, or business operations
• Familiarity with ticketing, project management, CRM, or knowledge-management tools
• Experience using AI tools or process-mapping / continuous-improvement methods
• Background in software, engineering, broadcast, media, or technology

Additional Requirements

• Ability to provide occasional after-hours or on-call customer support when business needs require
• Ability to travel periodically for customer installations, training, meetings, or other company needs
• Flexibility to assist outside normal responsibilities when necessary, consistent with working in a small, collaborative organization

Reporting Structure

Reports to the Operations Manager for day-to-day work and will also work directly with the CEO on designated process, systems, and automation initiatives.

Success looks like timely ticket follow-through, fewer routine escalations to executives, better-documented processes, and practical AI and automation improvements that are adopted and sustained.

As results are demonstrated, the process and systems side of the role may expand.

We are an established business with extensive knowledge of the broadcast industry. Our mission is to develop full-featured, affordable products for broadcast stations to extend their reach while remaining secure in a digital world. We have a team of specialists in several states and stand ready to assist 365 days a year.

Company Description

We are an established business with extensive knowledge of the broadcast industry. Our mission is to develop full-featured, affordable products for broadcast stations to extend their reach while remaining secure in a digital world. We have a team of specialists in several states and stand ready to assist 365 days a year.