Support Analyst

Imagine Communications • Denver, CO 80208

Posted 2 weeks ago

Job Description

Company Overview

Support Analyst

Denver, CO

Every day, Imagine Communications is delivering billions of media moments all over the world anywhere, anytime and on any device. Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.

An Imagine Communications Support Analyst is the first line to our customers and their impact can be the largest. If you have a background in traffic or sales within a broadcast or cable network and have a passion for making customers happy, our Support Analyst job might be the right fit for you.

Support Analyst is to provide support to existing customers of the Imagine Communications product software, LandmarkOSI Sales (AdConnections) system. Using your supportability and knowledge, customer issues are resolved or escalated for additional support/technical assistance. If you have a background in traffic or sales within a broadcast, cable network, and have a passion for customer satisfaction, our Support Analyst job might be the right fit for you.

Specific duties include but are not limited to

Key Responsibilities:

* Receive incoming queries from clients via telephone and web-portal.

* Ensure that new cases are properly documented in the case management system and activities related to existing cases are notated in an accurate and timely fashion.

* Resolve client and user problems by effectively gathering and analyzing data. Sometimes provide training or instruction to clients.

* Manage aged case backlog and properly report status and work toward resolution.

* Document troubleshooting steps, including step-by-step recreation, capturing traces and screenshots and user shadow sessions in Salesforce as needed.

* Provide regular updates to clients on faults and other requests and respond to them in accordance with the terms of their contractual Service Level Agreements with more than 85% individual compliance.

* Clearly escalate issues to the appropriate functional group and, if necessary, to leadership.

* Use internal knowledge base to assist with troubleshooting and modify existing articles or write new knowledge articles as required.

Qualifications

Key Requirements:

* Bachelor's degree or equivalent experience coupled with 1 3 years' experience with client-facing support.

* Prior experience with using databases to record information. Preference for experience with case management systems and knowledge-bases.

* Strong data gathering skills and attention to detail.

* Experience using web-based applications and comfortable with learning and using new technologies

Additional Preference

* Knowledge of proposal systems, comScore, Nielsen (NSI) rating measurement methodology

* Knowledge of station, cable sales software, rep firm or TV buying software

* Broadcasting and/or cable industry experience and knowledge

* Proven ability to quickly learn software and confident about your technical skills and abilities

* Ability to work effectively under pressure and balance competing for tasks in a rapidly changing environment

* Excellent interpersonal and verbal communication skills including communicating in a timely and articulate manner via phone and email

* Outstanding problem-solving, organizational and follow-up skills to resolve issues with a dedication to a positive customer experience

* Must be willing to work within a 6 am 6 pm Mountain Standard Time on a rotational basis plus working high-profile or critical customer issues through to completion per customer SLA's.

* Proficiency in MS Windows, Word, Excel, and Outlook

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