Solutions Specialist Tier 2
Intrado

Sacramento, California

Posted in IT


This job has expired.

Job Info


JOB DESCRIPTION

Job Summary: Intrado Digital Media is hiring a Solutions Specialist Tier 2 to join our Services team. The Solutions Specialist will be responsible for providing advanced product and best practice guidance; conducting second line troubleshooting for self-service and internal live day issues, investigating escalated questions and issues, recommending product-based functionality and solutions for internal staff and self-service clients on the Studio, Virtual Events, Video Portal and Platform Builder products.

Essential Duties: Investigate advanced product issues as escalated from Tier 1, assist with complex product questions for workflow and implementation, assist with self-service client lifecycle and provide product recommendations, confirm and log product-side issues, create documentation and send out issue notifications as needed.

  • Respond to escalation requests from Tier 1 Solutions Specialists, internal teams and self-service clients
  • Join self-service client calls to review product-related best practices, general Q&A and post-issue review
  • Create internal impairment (Incident Response) write-ups on behalf of self-producing clients, to ensure proper issue tracking
  • Work closely with Senior Solutions Specialists for advanced guidance, escalating to Development and QA as needed
  • Collaborate with teammates and QA on complex requests to provide the best possible workflow options
  • Verify and log bugs as a result of self-identification or based on report from internal teams or self-service clients
  • Test product enhancements and bugs pre and post Product Release
  • Fix product configuration issues due to manual or product errors
  • Create product-based workarounds, adhering to (and communicating) best practice guidelines
  • Create knowledgebase documentation and review documentation created by Tier 1 Specialists
  • Conduct webcast shadows as needed for self-service clients
  • Report and communicate client issues to Senior Specialists, ensuring future clients are trained accurately
  • Work on self-service integration projects and custom requests, acting as a liaison to Development or Custom Creative when needed
  • Spot-check high profile and/or high volume events to ensure they are set up properly


Minimum Qualifications:

  • Bachelor's Degree from an accredited college or university required.
  • Background in streaming media or online events in a support, production or engineering capacity required.
  • 1+ year(s) experience in Intrado Webcasting, Online/Virtual Events or Video Services required.
  • Certified on the Intrado Studio Webcasting, Virtual Events and/or Video Portal platforms highly preferred.
  • 2+ year(s) of experience in Production Services, Escalations, Support or Solutions roles required
  • 1+ year(s) experience as a Webcast/Event Producer, Product Trainer or Tier 1 Solutions Specialist preferred
  • 1+ year(s) experience with advanced working product knowledge and live day troubleshooting of webcasting and/or online events required (preference given to Intrado platforms).
  • Experienced in event or webcasting services workflow and escalation procedures.
  • Works well under pressure and is focused on resolving complex problems.
  • Enjoys knowledge sharing and learning about products and processes.
  • Ability to investigate detailed technical issues while focusing on client satisfaction.
  • Exceptional verbal and written communication.
  • Skilled in using browser Developer Tools for troubleshooting.
  • Knowledgeable in HTML / CSS / Dreamweaver.
  • Ability to write technical documentation targeting non-technical audiences.


ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most - Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.


This job has expired.

More IT jobs


American Cybersystems, Inc.
Dallas, Texas
$55.00 - $60.00 per hour
Posted 32 minutes ago

American Cybersystems, Inc.
Salt Lake City, Utah
$20.00 - $25.00 per hour
Posted 32 minutes ago

American Cybersystems, Inc.
Agoura Hills, California
Posted 32 minutes ago

Get Hired Faster

Subscribe to job alerts and upload your resume!

*By registering with our site, you agree to our
Terms and Privacy Policy.