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Technical Support Specialist
The E.W. Scripps Company
Cincinnati, OH, United States
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Description
The E.W. Scripps Company, an enterprise media company, is seeking a Technical Support Specialist. This position will be responsible for efficiently and effectively responding to our customer needs. This person will work closely with our product and development teams to resolve issues and to help educate our customers to better understand our products. This job will be located in Cincinnati, OH.
Key activities:
• Provide high quality customer service and support for our B2B and B2C customers. Professionally handle incoming request and troubleshoot customer issues via email through our ticketing systems, or via phone or chat.
• Be a voice for our customers to internal clients, and represent Scripps to our external customers
• Ensure that all issues are resolved promptly and thoroughly.
• Identify customers technical and non-technical issues for all our products and provide them with the necessary assistance, which may include additional research, testing and guidance from peers and/or upper management. Triage priority issues per client specifications properly.
• Provide internal customer support for our multiple Content Management Systems.
• Professionally respond to app reviews for all our products (core, weather, Stitcher).
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through our ticketing systems.
• Work with customers to understand how they use our products and provide valuable feedback to business and development teams so we can try to meet our customers' needs whenever possible.
• Educate our customers on how to use our products properly.
• Analyze ticket logs so you can identify common trends and underlying problems.
• Seek solutions to customer's needs, communicating trends to leadership and development teams and suggest innovative solutions on behalf of the customer experience.
• Look for innovative ways to improve our products and to improve the technical experience for the customer.
• Provide innovative feedback to management to continue to better the department and process.
Education & Experience/Certifications
• Associates degree or equivalent experience.
• 1-3 years of experience with a focus on customer and/or technical support.
Skills & Abilities
• Strong organizational skills and solid attention to detail.
• Strong adaptability skills -- our environment is constantly changing and new products are being rolled out often.
• Ability to work in a team environment.
• Proven ability to communicate clearly and professionally, both verbally and in writing.
• Possess a pleasant, positive, patient and friendly attitude.
• Strong decision-making skills and analytical abilities; strong problem solving and critical thinking skills.
• Extremely detailed oriented with strong communication and attentive skills.
• Ability to summarize technical information that can be used as a guidance for training and reference materials.
• Proven success in a fast-paced support environment.
• Confident in using apps for both android and iOS mobile devices as well as computers/laptops.
• Provide off hours support to our customers when necessary.
• Knowledgeable with YouTube support and copyright infringements.
• Must be able to sit or long periods of time.
• Position requires use of headset/telephone.
The E.W. Scripps Company (NYSE: SSP) serves audiences and businesses through a growing portfolio of television, radio and national media brands. With 33 television stations, Scripps is one of the nation's largest independent TV station owners. Scripps runs an expanding collection of national journalism and content businesses, including Newsy, the next-generation national news network; podcast industry leader Midroll Media; and fast-growing national broadcast networks Bounce, Grit, Escape and Laff. Scripps produces original programming including "Pickler & Ben," runs an award-winning investigative reporting newsroom in Washington, D.C., and is the longtime steward of the Scripps National Spelling Bee. Founded in 1878, Scripps has held for decades to the motto, "Give light and the people will find their own way."
As an equal employment opportunity employer, The E.W. Scripps Company and its affiliates do not discriminate in its employment decisions on the basis on race, sex, sexual orientation, gender, color, religion, age, genetic information, medical condition, disability, marital status, citizenship or national origin, and military membership or veteran status, or on any other basis which would be in violation of any applicable federal, state or local law. Furthermore, the company will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship for the company.
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