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Full Time Job

Tier 2 Digital Technical Support Specialist

Sinclair Broadcast Group

Hunt Valley, MD 05-31-2024
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  • Paid
  • Full Time
Job Description
Tier 2 Digital Technical Support Specialist (AOS)

Sinclair Digital Group is looking for a highly analytical & customer centric individual to work as a Tier 2 Digital Technical Support Specialist for AOS. The ideal candidate will have a strong technical background and a passion for delivering exceptional customer service.

As a Tier 2 Digital Technical Support Specialist specializing in AOS (Advanced Operating Systems), you will be responsible for providing advanced technical support to our Sinclair stations. You will work closely with the Tier 1 support team, Compulse Leadership, Digital Trainers, as well as our AOS product managers, to resolve complex technical issues efficiently and effectively for digital orders.

Responsibilities:
• Diagnose and troubleshoot complex technical issues reported by customers via email, Service Now or Jira platforms.
• Provide timely and accurate resolutions to technical problems, ensuring minimal downtime for our stations.
• Maintain a high level of technical expertise including being an expert on all aspects of Sinclair Digital products and Compulse processes.
• Collaborate with Tier 1 support team members to identify trends in customer issues and develop strategies for proactive issue resolution.
• Prioritize and triage escalated tickets based on severity and impact on customers.
• Investigate root causes of escalated issues and implement corrective actions to prevent recurrence.
• Document customer interactions, including details of the reported issue and steps taken to resolve it.
• Escalate unresolved issues to the appropriate internal teams (Compulse, Unified Ad Sales, STP, SASO) and follow up until a resolution is achieved.
• Assist in creating and maintaining technical documentation, knowledge base articles, and troubleshooting guides for AOS products.
• Continuously update your technical knowledge and skills through self-learning and training sessions provided by the company.

Requirements:
• Proven experience in a technical support role, preferably in a Tier 2 or equivalent capacity.
• In-depth knowledge of AOS (Advanced Operating Systems) and related technologies preferred.
• Strong troubleshooting skills with the ability to analyze and solve complex technical problems.
• Excellent communication skills, both written and verbal, can convey technical information to non-technical users.
• Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.
• Customer-focused mindset with a passion for delivering exceptional customer experiences.
• Digital Marketing/Ad Agency Operations experience required.
• Ability to multi-task successfully in a fast-paced environment.

This is a hybrid position located in Hunt Valley, MD.

Sinclair Broadcast Group, Inc. is proud to be an Equal Opportunity Employer and Drug Free Workplace!

Jobcode: Reference SBJ-gx0nno-3-92-91-54-42 in your application.