Product Support Analyst

Job Description

Overview

Audacy is looking for a Product Support Analyst to join our Technical Support team within the digital business line. In this role, you will report to the Senior Manager of Customer Service and will be the primary point of contact for broadcast client issues and requests in regards to smart-speaker and voice activation capabilities with station streams. This role will also support all Audacy products and coordinate with multiple departments our cross-functional environment with the goal of providing world-class customer service to Audacy's customers.

Location: This opportunity is available remote, however, the majority of the team sits in Philadelphia and Chicago.

Responsibilities

What You'll Do:
• Assist in driving the overall client strategy, including data analysis, tools, and processes ensuring best-in-class customer satisfaction.
• Triage and debug audio product issues affecting customer and clients, including but not limited to, Audacy Mobile App, Smartspeaker & Voice Assistant Integrations, Connected Automotive, and Web Player.
• Ability to coordinate with product teams, engineering and vendors in order to drive resolution efforts.
• Maintain customer satisfaction and quality levels at, or above, stated objectives and appropriately communicate performance and progress to the support team and management.
• Provide effective reporting to peers and management on KPIs, key objectives, and measures.
• Analyze and report on top customer trends to identify opportunities for training, process, or product improvement.
• Ability to work in ambiguous situations and initiate technical aptitude to drive resolution.
• Ability to identify, categorize and prioritize individual and critical issues received depending on their severity.
• Perform system, application or platform validation after a Major Incident or Major Release.
• Provide technical guidance and information to non-technical end-users.
• Identify and create knowledge base content for the Help Centers through end-user inquiries.

Qualifications

More About You:

Required & Preferred:
• Flexibility and willingness to work in a 24x7 operations environment.
• Experience developing and delivering reports through spreadsheets or BI tools (Tableau, Domo, etc).
• Experience in Zendesk, Freshdesk, Service Now, Jira, or other CS and ITSM tools.
• 3+ years in a front-line application or product support role.
• 3+ years experience using enterprise ticketing tools such as Zendesk, Remedy or Service Now.
• 2+ years experience with web inspection & debugging tools (Proxyman, Charles Proxy, etc).
• Excellent management, interpersonal, communication, presentation, customer service, and organizational skills.
• Good working knowledge and experience of technologies that support a web presence, including but not limited to HTML, CSS, JavaScript, JSON
• Knowledge and experience working with:
• Mobile devices (iPhones, iPads, Androids, Tablets, etc.) and their operating systems.
• Smart Speakers & Voice Assistants (Alexa, Google, Apple).
• OTT Devices (Roku, FireTV, Xfinity X1).

Responsibilities:

What You'll Do:
- Assist in driving the overall client strategy, including data analysis, tools, and processes ensuring best-in-class customer satisfaction.
- Triage and debug audio product issues affecting customer and clients, including but not limited to, Audacy Mobile App, Smartspeaker & Voice Assistant Integrations, Connected Automotive, and Web Player.
- Ability to coordinate with product teams, engineering and vendors in order to drive resolution efforts.
- Maintain customer satisfaction and quality levels at, or above, stated objectives and appropriately communicate performance and progress to the support team and management.
- Provide effective reporting to peers and management on KPIs, key objectives, and measures.
- Analyze and report on top customer trends to identify opportunities for training, process, or product improvement.
- Ability to work in ambiguous situations and initiate technical aptitude to drive resolution.
- Ability to identify, categorize and prioritize individual and critical issues received depending on their severity.
- Perform system, application or platform validation after a Major Incident or Major Release.
- Provide technical guidance and information to non-technical end-users.
- Identify and create knowledge base content for the Help Centers through end-user inquiries.

Jobcode: Reference SBJ-rb3eko-18-119-133-228-42 in your application.