Product Support Specialist

Sinclair Digital is hiring a Product Support Specialist! Join Sinclair Digital, the innovation engine behind the largest and most diversified television broadcasting company in the country.

Sinclair Digital is hiring a Product Support Specialist! Join Sinclair Digital, the innovation engine behind the largest and most diversified television broadcasting company in the country. We’re at the forefront of transforming how local news and television are produced, distributed, and consumed across multiple platforms.

Our Product Support Specialists, play a crucial role in providing technical support for our Content Management System and our News station’s websites and mobile apps.  They are responsible for conducting administrative-level tasks such as creating new users, diagnosing and resolving technical issues, providing guidance to users, escalating issues to our software development team, and working closely with our software engineers to ensure that requests are prioritized and handled properly.  

Responsibilities: 

• Provide technical support to internal users of our CMS software application via phone, email and ticketing system. 
• Troubleshoot user-reported issues, diagnose root causes, and identify solutions. 
• Research and resolve technical problems using internal knowledge bases and collaborating with senior team members, and developers. 
• 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. 
• 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. 
• 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. 
• Attend daily standup meetings with Engineering, and provide feedback on new items to triage. 
• Test and validate bug fixes. 
• With other team members, take on-call shifts from 5:00 PM to 5:00 AM on a rotational basis. When on-call, you must be available to get online and assist customers if any emergency issues come through. 

Qualifications: 

• At least 2 years of experience in a technical support role, preferably with software-related products. 
• 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. 

 Attributes:

• Positive Attitude 
  • Patient and empathetic  
  • Enthusiastic and helpful 
  • Team player  
• Good Communicator 
  • Active listener  
  • Professional demeanor  
• Problem-Solving Skills 
  • Analytical and methodical 
  • Resourceful 
  • Detail-oriented 
  • Commitment to continuous learning 
• Adaptable 
• Good time management skills  
• Strong work ethic 
• Natural leader who inspires and motivates others  

The hourly compensation range for this role is $30.28 to $37.50. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and geographic location. Full time positions are eligible for benefits that include participation in a retirement plan, life and disability insurance, health, dental and vision plans, flexible spending accounts, 15 paid vacation days, 2 paid personal days, 9 paid holidays, 40 hours of paid sick leave, parental leave, and employee stock purchase plan.