Digital Support Specialist

1 month ago


Reston, Virginia, United States Mondo Full time
Job Summary:

We are seeking a skilled Digital Support Engineer to join our team at Mondo. As a key member of our support team, you will be responsible for providing timely and effective support to our users, troubleshooting issues with digital applications, and working closely with our newsroom teams to resolve complex problems.

Key Responsibilities:
  • Provide Tier 1 and some Tier 2 support, troubleshooting issues with digital applications such as websites, native apps, OTT platforms, CMS, etc.
  • Research, diagnose, and resolve issues, engaging with newsroom users and communicating issue status and resolution plans.
  • Update tickets in Jira (or other ticketing systems) according to established guidelines.
  • Follow processes and standards, and identify opportunities for improvement.
  • Work with an online database platform to create collection forms and display results on digital platforms.
  • Maintain an online knowledge base.
  • Create web pages or micro-sites for local sales or news initiatives using HTML, CSS, and JavaScript (designs provided).
  • Participate in a monthly on-call rotation for after-hours emergency support.
Requirements:
  • 2-4 years of experience in a customer support role.
  • Proficiency in HTML and CSS.
  • Experience using Jira or other helpdesk/ticketing systems.
  • Strong time management, organizational, and communication skills (both written and verbal).
  • Experience in customer support, with the ability to communicate effectively with a wide range of people.
  • Associate's or Bachelor's degree OR 2-4 additional years of related experience.
Nice-to-Have Qualifications:
  • Experience in an enterprise-level or digital-forward company.
  • General knowledge of databases, JSON, and JavaScript.
  • Familiarity with APIs.
  • Experience with Confluence in addition to Jira.


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