Product Support Specialist - CMS & Web Apps (On-Call)

Sinclair Broadcast Group

Seattle, Northern (WA, KY)

Hybrid

USD 41,000 - 52,000

Full time

5 days ago

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Benefits offered by this job

Retirement plan

Health insurance

Paid time off

Job summary

Sinclair Digital is seeking a Product Support Specialist to provide technical assistance for our Content Management System and for the News station’s websites and mobile apps. You will diagnose issues, guide users, and escalate to software engineers as needed, while keeping detailed records in our ticketing system.

You will collaborate with Engineering, participate in daily standups, and fulfill on-call shifts from 5:00 PM to 5:00 AM on a rotating basis.

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.

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.
With other team members, take on-call shifts from 5:00 PM to 5:00 AM on a rotational basis. When on-call, you must be available to get online and assist customers if any emergency issues come through.