Senior Product Support Specialist
$32.69 - $40.86 per hourFull-time
Job Description Sinclair Digital is hiring a Senior Product Support Specialist ! Join Sinclair Digital, the innovation engine behind the largest and most diversified television broadcasting company in the country. We're at the forefront of transforming how local news and television are produced, distributed, and consumed across multiple platforms. This position is based in Seattle, WA. Our Product Support Specialists play a crucial role in providing technical support for our Content Management System and our News station's websites and mobile apps. They are responsible for conducting administrative-level tasks such as creating new users, diagnosing and resolving technical issues, providing guidance to users, escalating issues to our software development team, and working closely with our software engineers to ensure that requests are prioritized and handled properly. As a Senior Product Support Specialist , you are expected to be expert-level at the position, lead complex troubleshooting efforts, and provide mentorship to the other team members. You will also be responsible for maintaining our knowledge base and ensuring that it is up-to-date and accurate. You will identify opportunities for continuous learning for the team and help coordinate those activities. You will serve as a point of escalation when additional expertise is required, or when a customer requires additional TLC. Responsibilities:
- Technical Expertise:
- Provide advanced technical support to internal users of our CMS software application via phone, email and ticketing system.
- Lead troubleshooting efforts for user-reported issues, diagnose root causes, and identify comprehensive solutions.
- Research and resolve technical problems using internal knowledge bases and collaborating with developers.
- Provide advanced technical support to internal users of our CMS software application via phone, email and ticketing system.
- Mentorship and Leadership:
- Mentor and guide junior support team members, fostering their professional development.
- Conduct training sessions and share best practices with the support team.
- Audit support tickets for issues and address them as needed.
- Mentor and guide junior support team members, fostering their professional development.
- Documentation and Knowledge Management:
- Document solutions and frequently asked questions (FAQs) to build a robust internal knowledge base.
- Maintain up-to-date knowledge of our systems through ongoing training and keeping abreast of new features and updates.
- Document solutions and frequently asked questions (FAQs) to build a robust internal knowledge base.
- User Assistance:
- Provide clear and concise instructions to users with varying levels of technical expertise.
- Meet or exceed the Service Level Agreements for time to respond and time to resolve.
- Provide clear and concise instructions to users with varying levels of technical expertise.
- Manage Escalated Issues:
- Escalate issues that require software development level support. Generate tickets with thorough detail on what is required, the priority of the issue, and include thorough steps for issue recreation.
- Attend daily standup meetings with Engineering and provide feedback on new items to triage.
- Test and validate bug fixes.
- Escalate issues that require software development level support. Generate tickets with thorough detail on what is required, the priority of the issue, and include thorough steps for issue recreation.
- On-Call Duties:
- Take on-call shifts from 5:00 PM to 5:00 AM on a rotational basis.
- Support the front-line Product Support Specialist on-call with issues that require senior-level expertise.
- Take on-call shifts from 5:00 PM to 5:00 AM on a rotational basis.
- At least 5 years of progressive experience in a technical support role with software-related products. 2 or more of those years as a Tier 2/3, Senior, or Lead-level support.
- Strong understanding of web technologies and content management systems.
- Excellent problem-solving and analytical skills.
- Outstanding communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Familiarity with ticketing systems and support tools.
- Understanding of the Software Development Lifecycle.
- Experience supporting software used in the media or news industry.
- Experience with video technologies.
- Knowledge of web development languages such as HTML, CSS and JavaScript.
- Understanding of database management systems.
- Experience with tools including Jira, Confluence, Slack, Google Analytics.
- Product Management experience.
- Management experience.
- Software testing experience.
- Positive Attitude
- Patient and empathetic
- Enthusiastic and helpful
- Team player
- Patient and empathetic
- Good Communicator
- Active listener
- Professional demeanor
- Active listener
- Problem-Solving Skills
- Analytical and methodical
- Resourceful
- Detail-oriented
- Commitment to continuous learning
- Analytical and methodical
- Adaptable
- Good time management skills
- Strong work ethic
- Natural leader who inspires and motivates others
Vacancy posted 3 days ago
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