Full Time Job

Station Support Associate

NPR

Washington, DC 09-13-2021
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  • Paid
  • Full Time
  • Mid (2-5 years) Experience
Job Description
OVERVIEW

Across our organization, we're building a workplace where collaboration is essential, diverse voices are heard, and inclusion is the key to our success.

NPR's Member Partnership team is responsible for supporting the overall business and strategic relationship with NPR's network of 250 local news organizations, content creators and radio stations. The team works with all divisions at NPR to develop and communicate best practices, solutions and strategies for growing audience and revenue for public media.

As a team, we are committed to advancing NPR's organization-wide equity transformation, and to motivating NPR's network partners to incorporate equity into their work. We strive to consistently bring a high level of empathy to our work and our interactions with both our internal and network colleagues, and we actively seek feedback and guidance from each other.

As the Station Support Associate, you will become an expert in how Member stations engage with the Station Digital Network. You will assist with the ongoing training and support processes for all digital products and services. This includes account configuration and set-up, basic training, and technical support.

You will be part of a team that will build and sustain cooperative and consultative relationships between NPR and public broadcasting entities, including radio and television station interactive media teams -- Digital Directors and practitioners, Development/Marketing Directors, Digital News Staff, and others.

RESPONSIBILITIES
• Develop in-depth knowledge of the products and services that make up the Digital Network including, but not limited to, a content management system, pledge form manager and analytics.
• Provide assistance and technical support to stations participating in the Digital Network, including configuration, setup, training, and support, primarily via Salesforce.
• Resolve and escalate issues within accepted service levels.
• Track issues and feedback; identify and communicate trends internally.
• On a rotating basis, participate in after-hours emergency support, escalating issues to vendors or product owners.
• Maintain positive and productive relationships by handling questions and concerns with speed and professionalism; advise partners on best practices to help maximize the value of NPR products and services.
• Represent Member station needs and goals in internal stakeholder meetings.
• Assist with key product communications and outage alerts.
• Keep up with trends in public media and the public radio digital network.

QUALIFICATIONS

EDUCATION: Bachelor's Degree or equivalent work experience

REQUIRED SKILLS
• 3+ years working in any of a variety of roles with digital products or SaaS, preferably within support, project management, or technical writing.
• Excellent oral and written communication skills required.
• Tact, diplomacy, patience and persistence are key character traits, as is the desire to help others.
• Excellent problem solving and analytical skills.
• Self-starter with the ability to manage and balance multiple projects; ability to work effectively under high pressure.
• Must be highly organized, detail oriented and able to meet deadlines.
• Previous experience with the following is a major plus
• Digital marketing or digital fundraising
• Understanding of and appreciation for the public media industry.
• Technical (internet/software) teaching or training experience.
• Previous experience with any of these technologies and software:
• com
• Help desk software
• Email marketing
• Ad servers
• CRMs
• CMS
• HTML and CSS

Jobcode: Reference SBJ-r0n6bj-3-236-212-116-42 in your application.

Company Profile
NPR

NPR is an independent, nonprofit media organization that was founded on a mission to create a more informed public. Every day, NPR connects with millions of Americans on the air, online, and in person to explore the news, ideas, and what it means to be human.