Support Specialist

2 weeks ago

Chicago, United States FreeWheel Media, Inc. Full time

**Support Specialist - FreeWheel - Chicago**

Technology Chicago, IL **JOB DESCRIPTION**

**Job Summary**

FreeWheel, A Comcast Company, empowers all segments of The New TV Ecosystem. We are structured to provide the full breadth of solutions the advertising industry needs to achieve their goals. We provide the technology, data enablement and convergent marketplaces required to ensure buyers and sellers can transact across all screens, across all data types, and all sales channels, in order to ensure the ultimate goal results for marketers. With offices in New York, San Francisco, Chicago, London, Paris, Beijing, and across the globe, FreeWheel, A Comcast Company, stands to advocate for the entire industry through the FreeWheel Council for Premium Video. For more information, please visit freewheel.com. The Support Specialist advises clients on the most effective workflows and best practices while also gathering appropriate information to triage issues with relevant urgency; working with others in and outside of the department and owning issues until resolution. They will demonstrate and model best practices of ticket handling, utilizing the relevant issue tracking software and documenting issues appropriately, and communicating clearly and concisely. Additionally, the Support Specialist may be assigned documentation, projects, training at their managers discretion that will directly benefit the operational efficiency of the business.**Job Description**

* Acts as primary point of contact for troubleshooting, and actively drive issues toward resolution.

* Responsible for answering all inbound inquiries via telephone, internet-based chat sessions, email or through steward ticketing system; Sales Force (SFDC).

* Consistently exercises best judgment and discretion in matters that may have financial impact to the clients business.

* Coordinates and acts as liaison between client and internal departments ensuring clients needs are met.

* Manages day-to-day issues or concerns for priority clients.

* Develop product expertise across assigned software products.

* Work directly with third party vendors as needed in the troubleshooting process.

* Create departmental documentation such as run books, knowledge articles.

* Champion proper customer relationship management (CRM) tool use for issue ticketing; model best practices and procedures for ticket creation, entry and follow up ensuring maintenance of accurate and thorough client support records.

**Skills for success:**

* Analytical, detail oriented, with an aptitude for troubleshooting technical and/or workflow issues.

* Excellent written and verbal communication skills.

* Demonstrated history of team collaboration and / or process improvement.

* Passion for solving client issues and a champion of great customer service.

* Ability to multi-task.

* Self-motivated, team player, action and results oriented

* Experience with Salesforce

Position is Chicago based and hours are 10:00am-7:00pm Central Time, Monday-Friday.

**Employees at all levels are expected to:**

* Understand our Operating Principles; make them the guidelines for how you do your job.

* Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

* Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

* Win as a team - make big things happen by working together and being open to new ideas.

* Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

* Drive results and growth.

* Respect and promote inclusion & diversity.

* Do what's right for each other, our customers, investors and our communities.

**Disclaimer:**

* This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

**Comcast is an EOE/Veterans/Disabled/LGBT employer.**

**Education**

Bachelor's Degree

**Relevant Work Experience**

0-2 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. Thats why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the on our careers site for more details.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. Thats why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the on our careers site for more details.

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