Product Support Specialist

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.

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

About Us

Sinclair, Inc. (Nasdaq: SBGI) is a diversified media company and a leading provider of local news and sports. The Company owns, operates and/or provides services to 177 television stations in 79 markets affiliated with all major broadcast networks; owns Tennis Channel, the premium destination for tennis enthusiasts; and multicast networks CHARGE, Comet, ROAR and The Nest. Sinclair’s AMP Media produces a growing portfolio of digital content and original podcasts. Additional information about Sinclair can be found at www.sbgi.net.

About The Team

The life-blood of our organization is our people. We have a compelling story, a goal-oriented culture, and we take really good care of people. How good? Here is a glimpse: great benefits, open door policy, upward mobility and a strong desire to see you succeed.

Pay

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.

Schedule

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.