Senior Product Support Specialist

2 days ago

Seattle, Washington, United States Sinclair Broadcast Group Full time
About the Role

We are seeking a highly skilled Senior Product Support Specialist to join our team at Sinclair Broadcast Group. As a key member of our digital innovation team, you will play a critical role in providing technical support for our Content Management System (CMS) and our news station's websites and mobile apps.

Key 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.
  • 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.
  • 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.
  • 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.
  • 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.
Requirements
  • 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.
Preferred Qualifications
  • 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.
About Sinclair Broadcast Group

Sinclair Broadcast Group is a diversified media company and a leading provider of local news and sports. We own, operate, and/or provide services to 185 television stations in 86 markets affiliated with all the major broadcast networks. Our content is delivered via multiple platforms, including over-the-air, multi-channel video program distributors, and the nation's largest streaming aggregator of local news content, NewsON.

We take pride in our charter to transform Sinclair Broadcast Group with a broadcast-centric company into an every-platform enterprise while maintaining our entrepreneurial spirit. We are committed to being an equal opportunity employer and a drug-free workplace.

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