Job Overview
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We are seeking a skilled Technical Support Specialist to join our team. As a key member of our 24x7 operations team, you will be responsible for monitoring, triage, incident management and technical support of our consumer brands.
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Duties and Responsibilities
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* Guiding all problems through the incident management process: Problem Intake, Triage and Investigation, Internal Business Stakeholder communications, Resolver Escalation, Resolution Validation, Problem Management
* Daily Technical Operations, Software Deployments, System Alarm Management, Operational Record Keeping and Documentation Maintenance
* Collaboration with Subject Matter Experts across the Organization for Continuous Improvement Opportunities
Requirements and General Skills
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* Excellent interpersonal skills and ability to interact effectively with staff at all levels
* Excellent written and verbal communication and presentation skills
* Excellent organizational skills and attention to details
* Ability to work independently and on a team in a fast-paced environment
* Strong time management skills, with the ability to prioritize and multitask
* Must be available to work a flexible schedule including weekends, holidays, and overnight shifts
Technical Skills
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* Thorough knowledge of Slack, Zoom and Google Suite
* Working knowledge of ServiceNow and Atlassian Suite, including OpsGenie, is a plus
* Familiarization with streaming technologies
* Ability to generate technical operational documentation and standard operating procedures in support of incident management processes
About Us
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We shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.
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This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world.
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No matter their individual role, each of our employees plays a vital part in bringing our vision to life every day.
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