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Client Technical Specialist
Ref No.: 18-00723
Location: New York, New York
Position Type:Contract
Start Date / End Date: 11/19/2018 to 05/18/2020
Contract Opportunity
6 Months +
Job Description:
The successful applicant will be responsible for managing 2nd level support inquiries as well as pre/post sales technical integrations across News Agency distribution systems and content products covering broadcast video, text, pictures, graphics, and online content.
The role requires excellent technical and troubleshooting skills using collaborative and pro-active approaches to ensure that issues are dealt with quickly and effectively. In addition, it requires a keen interest in learning new technologies and the ability to handle proficiently speak in a technical sales atmosphere.

Essential Responsibilities:
  • Provide 2nd level support for News Agency customers for problem resolution, including the reproduction of customer issues.
  • Lead technical integration services and provide technical consultation in pre/post sales environments; including customer demonstrations, training, and advice on functionality and integration.
  • Perform customer site break-fix activities remotely or dispatched to the site when required.
  • Work with resolution teams on major, elusive or reoccurring issues that affect customer satisfaction.
  • Manage migration activities for legacy products.
  • Provide support for alpha and beta platforms.
  • Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing.
  • Provide technical training to both front-line support teams and 3rd party engineers.
  • Create content which enriches and informs our customers on maximizing the value of News Agency products.
Professional Experience & Qualifications:
  • ~2+ years relevant experience in service and support environments coupled with industry standard certification or qualifications in a relevant technical field.
  • Experience in service and support in broadcast and new media industries.
  • Exposure to technical sales environments.
  • Ability to work with global, virtual teams to deliver projects and resolutions.
  • Strong experience performing root cause analysis in a customer support environment.
  • Experience performing triage, escalation, follow up for various severity issues.
Required Skills:
  • Experience with service incident management.
  • Experience/Exposure to technical sales/support environments and documentation creation.
  • Experience with global satellite delivery of media content.
  • An independent worker with excellent time management and follow-through.
  • Experience with: JIRA, ZenDesk, Salesforce, Slack, Office 365, REST/SOAP API services, FTP, and RSS.
  • Experience/Exposure to NewsML-G2 XML standard and JSON formats as well as the translating of this formats into other formats.
  • Experience with HLS/HDS/RTMP delivery of live events.
  • Exposure or Experience with iNews, ENPS, WordPress a bonus.
  • Basic Network Administration (Windows and Linux) or relevant industry certification(s).
  • Exposure to modern web development environments which include Amazon Cloud Services (S3, EC2, etc).
  • Multi-language speaker a bonus, but not required.