Product Support Specialist - Critical Mention - Media Monitoring Critical Mention
We are seeking a Product Support Specialist for users of the company?s web-based software platforms. Our company serves PR professionals who rely on the platforms to monitor and analyze media coverage. We provide tools for news outlets to publish and syndicate their video clips, providing a video ecosystem for editing, distributing, and managing digital video content.
It is the role of the Product Support Specialist to ensure customer satisfaction and retention through fulfillment of orders, delivery of training, understanding individual user requirements, and troubleshooting or escalating technical and service issues.
The Product Support Specialist will field phone calls and monitor support emails from clients/partners and will perform platform tests to validate the operation of the company?s products and services. He/she will respond to customer concerns promptly and courteously, will escalate technical issues to Technical Operations and Product Engineering groups and will train clients using the products for the first time.
Must be available for weekend/evenings as needed.
Courteously answer and respond to client/partner phone calls and emails.
Master the use of multiple products.
Client product demonstrations, onboarding and platform training.
Customize the user experience where capable.
Identify and distinguish between usability, technology, network, appliance and platform issues as the source of a client concern.
Utilize the company?s support email and ticketing systems to document and track client issues.
Work closely with Engineering, Operations, Sales and Product Management colleagues to resolve client concerns.
Properly escalate product issues.
Hardware deployment monitoring.
Ensure client issues are resolved in a timely manner.
2-5 years of direct customer contact with experience maintaining and growing revenue from an existing customer base.
Experience working with business partners with issues surrounding technical integrations and content delivered by RSS feeds and APIs.
Track record of building productive working relationships that solidify renewal deals and alerting Sales Reps in a timely manner about upsell opportunities.
Must be an expert user of Google Mail, Google Drive (Docs), and MS Office.
Must be familiar with Google Analytics and online reporting metrics.
Must be a web surfing guru who knows or can master Boolean search expressions.
Must have knowledge of video and audio formats and basic editing and publishing terminology
Organized individual who can a handle high-volume of alert emails, and track and distribute relevant, breaking news stories.
Knowledge of the PR, Corporate Communications and Broadcast News industry a plus.
Video Ad Server knowledge and training is a plus.
Knowledge of HTML a plus.
Maintenance of a blog or website is a plus.
Excellent verbal, interpersonal and written communications skills.
Plans and carries out responsibilities with minimal direction.
In your cover letter, please address your experience with the following:
Solid experience with client support
Multiple OS experience ? Linux, Windows, OSX
Excellent organization skills
Excellent communication skills
Understanding of online video formats
Experience in a high stress environment where you had to learn and acquire skills rapidly.
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