Support Technician I
 
Employer: Sinclair Broadcast Group Job Posted: 1/25/2020
Location: Seattle, WA Job Status: Full Time
 
 

Job Description:

Tracking Code
14700

Job Description

We are seeking an experienced and dedicated Support Technician to join our fast-paced Sinclair Digital organization. You will be part of our 24x7x365 Technical Support Team! You will be responsible for coordinating timely restoration of business-critical services. You will drive defect elimination across our product suite. You are able to effectively interact with customers and leaders at all levels of the organization. Our Technical Support Team acts as the central point of escalation for high severity outages. The team provides timely updates to leadership and customers, perform hierarchical escalations, and partners with service owners on post-mortem analysis. The ideal candidate will have strong written and verbal communication skills, a broad working knowledge of IT infrastructure and and a quick learner to join us in providing exceptional customer service.

WHAT YOU’LL DO:

• Contribute to the delivery of high-quality technical support for all Sinclair solutions
• Analyze our processes and procedures and find ways to innovate and improve
• Proactively support and resolve issues for customers who use Sinclair Digital products
• Assist and the Technical Support Team to be successful by identifying bugs, feature requests, escalations, as well as the development of internal and external knowledge base articles

WHAT YOU'LL BRING:

• A Bachelor’s degree or a 3+ years of experience in a Technical Customer Support role
• Excellent analytical and customer handling skills
• A working knowledge and troubleshooting experience of static web pages, web applications, mobile apps, OTT apps
• An ability to write logically for a public audience and knowledge base
• A familiarity with how Agile software development practices work: including Sprints, Stories, QA, and Release workflows
• An ability to serve as the of Voice of the Customer and provide feedback and bug documentation to internal scrum teams
• A passion for customer experience by providing exceptional customer service
• Expertise utilizing a ticketing system to support customers and end users
• Strong investigation and technical troubleshooting skills

NICE-TO-HAVE:

• Experience with Google Analytics
• Knowledge on Process improvement, Green Belt, or ITIL knowledge
• Experience using Jira Service Desk
• Experience providing support and troubleshooting for websites, mobile apps, and OTT apps



To Apply:





 



 

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