Senior Product Support Specialist

Responsibilities

• Provide advanced technical support to internal users of our CMS software application via phone, email and ticketing system.
• Lead troubleshooting efforts for user-reported issues, diagnose root causes, and identify comprehensive solutions.
• Research and resolve technical problems using internal knowledge bases and collaborating with developers.
• Mentor and guide junior support team members, fostering their professional development.
• Conduct training sessions and share best practices with the support team.
• Audit support tickets for issues and address them as needed.
• 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.
• Manage escalated 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.
• Take on-call shifts from 5:00 PM to 5:00 AM on a rotational basis.
• Support the front-line Product Support Specialist on-call with issues that require senior-level expertise.

Qualifications

• At least 5 years of progressive experience in a technical support role with software-related products.
• 2 or more of those years as a Tier 2/3, Senior, or Lead-level support.
• 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.
• Product Management experience.
• Management experience.
• Software testing experience.

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 Sinclair

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.