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Customer Support Specialist

2 months ago

Bristol, Connecticut, United States Russell Tobin Full time

Position: Technical Support Representative

Compensation: $20.00 to $22.70 per hour based on experience

Work Schedule: Night shifts including Thursday, Friday, and Saturday

Role Overview: Our client, a prominent player in the sports entertainment sector, is in search of a Technical Support Representative to manage incident intake, provide Level 1 assistance, and oversee incident management in a dynamic and high-pressure environment. The representative will be tasked with ensuring service availability and swiftly restoring normal operations to mitigate any negative effects on business functions.

Key Responsibilities:

  • Act as the primary contact for incident reporting from stakeholders.
  • Efficiently gather incident information through various communication channels.
  • Conduct thorough analyses of incidents to determine their scope and impact, managing tickets and escalating as needed.
  • Work collaboratively with technical support teams and specialists to enhance and optimize service delivery.
  • Utilize platforms such as ServiceNow, Jira, Confluence, and PagerDuty to adhere to issue tracking and reporting protocols.
  • Engage actively in incident management processes, documenting and monitoring incidents throughout their lifecycle.
  • Create and maintain documentation of solutions, best practices, and troubleshooting guidelines to enrich the knowledge base.
  • Monitor service health and communication platforms to ensure seamless operations.
  • Proactively identify and resolve potential issues or performance challenges.

Essential Qualifications:

  • Preferred Bachelor's degree.
  • Experience in media streaming, broadcasting, IT, or related fields.
  • Technical expertise in digital media software or technology support.
  • Basic to intermediate IT certifications and/or ITIL v3/v4 Foundation Certification preferred.
  • Ability to thrive under pressure and prioritize urgent tasks effectively.
  • Strong communication and interpersonal skills for effective collaboration.
  • Fundamental understanding of incident management processes and best practices.
  • Capacity to deliver high-quality outcomes in a multitasking environment.
  • Excellent problem-solving abilities and efficiency under pressure.

Benefits: Eligible employees will receive comprehensive healthcare coverage, including medical, dental, and vision plans, along with supplemental insurance options, retirement savings plans, life and disability insurance, and various employee assistance programs.