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2 months ago
RTA US, a prominent player in the sports entertainment sector, is in search of a Customer Support Specialist to deliver first-level assistance, manage incidents, and ensure effective incident resolution in a dynamic and high-demand setting. The Customer Support Specialist will prioritize the monitoring and upkeep of service availability to swiftly restore normal operations and mitigate any negative effects on business activities.
Compensation Range: $20.00 to $22.70 per hour based on experience
Work Schedule: Thursday 12am-6am (Wednesday night), Thursday 6pm-6am, Friday 6pm-6am, and Saturday 6pm-6am
Contract Duration: 1.5-year W-2 contract position
Key Responsibilities:
- Act as the primary contact for managing incidents reported by stakeholders.
- Accurately document incident details through phone calls or Slack interactions.
- Thoroughly analyze incidents to grasp their scope and impact, managing tickets, triaging, and escalating as needed.
- Collaborate with technical support teams, engineering, and media experts to implement improvements and enhance media delivery.
- Work within the ServiceNow, Jira, Confluence, and PagerDuty platforms, ensuring adherence to procedures for tracking and reporting issues.
- Engage actively in incident management processes, documenting and monitoring incidents throughout their lifecycle.
- Contribute to the knowledge base by documenting solutions, best practices, and troubleshooting procedures.
- Monitor various service health platforms and communication tools like Slack, DataDog, BigPanda, and email.
- Proactively identify and resolve potential issues or performance bottlenecks.
Essential Qualifications:
- Bachelor's degree preferred.
- Experience in media streaming, television broadcasting, transmission, IT, or related fields.
- Technical expertise in digital media software or media technology support.
- Basic to intermediate computer certifications and/or ITIL v3/v4 Foundation Certification preferred.
- Ability to perform well under pressure and manage priorities with urgent tasks.
- Strong communication and interpersonal skills for effective interaction with stakeholders and peers.
- Fundamental knowledge of incident management processes and best practices.
- Capability to deliver high-quality results in a fast-paced multitasking environment.
- Excellent problem-solving abilities and efficiency under pressure.
RTA US is dedicated to fostering a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.
RTA US offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), a 401(k) retirement savings plan, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with select vendors.
