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Tier 2 Digital Technical Support Specialist (AOS)

companySinclair Broadcast Group
locationCockeysville, MD, USA
PublishedPublished: 6/1/2024
Full Time

Job Description

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!

About Us

Make your mark in Media with Sinclair Broadcast Group, a diversified media company dedicated to connecting people with content everywhere! We have consistently led the broadcast industry since our inception, and now Sinclair owns the largest regional sports network business and one of the largest television broadcast portfolios in the country. In addition, we have affiliations with all of the major broadcast networks, own Tennis Channel, and several multicast networks including TBD and Comet. Our content is distributed over-the-air, on multi-video providers, and through our industry-leading digital media platforms. We're at the forefront of NextGen technology, enabling innovative new ways to engage with broadcast content like never before. We also recently launched a free TV streaming service called STIRR. Our success is the direct result of our extraordinary employees and management team who believe in our vision and are dedicated to ensuring a great future for our employees. We are advancing the world of Media and want YOU to join our winning team!

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. Ready to be part of a winning team? Let's talk.

Required skills

  • Technical Documentation
  • Technical Skills
  • Customer Experience
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