Intrado is a global provider of communication and network infrastructure services. Intrado helps its clients more effectively communicate, collaborate and connect with their audiences through a diverse portfolio of solutions that include unified communications services, safety services, interactive services such as automated notifications, telecom services and specialty agent services. For 30 years, Intrado has provided reliable, high-quality, voice and data services. Intrado has sales and operations in the United States, Canada, Europe, the Middle East, Asia Pacific and Latin America.
Intrado Digital Media has a Solutions Specialist Tier 2 job opening and can be based in our El Segundo, San Francisco, Chicago, New York City or Woburn office. Responsibilities include 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
oBachelor's Degree from an accredited college or university required
oBackground in streaming media or online events in a support, production or engineering capacity required.
o1 year(s) experience in Intrado Webcasting, Online/Virtual Events or Video Services required.
oCertified on the Intrado Studio Webcasting, Virtual Events and/or Video Portal platforms highly preferred.
o2 year(s) of experience in Production Services, Escalations, Support or Solutions roles required
o1 year(s) experience as a Webcast/Event Producer, Product Trainer or Tier 1 Solutions Specialist preferred
o1 year(s) experience with advanced working product knowledge and live day troubleshooting of webcasting and/or online events required (preference given to Intrado platforms).
oExperienced in event or webcasting services workflow and escalation procedures.
oWorks well under pressure and is focused on resolving complex problems.
oEnjoys knowledge sharing and learning about products and processes.
oAbility to investigate detailed technical issues while focusing on client satisfaction.
oExceptional verbal and written communication.
oSkilled in using browser Developer Tools for troubleshooting.
oKnowledgeable in HTML / CSS / Dreamweaver.
oAbility to write technical documentation targeting non-technical audiences.
Travel / Physical Demands
•Office environment. No special physical demands required.
Intrado is connecting people and ideas.
We are delivering on their potential.
We are improving the way we work and live.
At Intrado, we are dedicated to delivering and improving upon new channels, new capabilities and new choices for how businesses and consumers collaborate, connect and transact. We develop technology-enabled communications that change the way we work and improve the way we live. We are a collective effort of enterprise and individuals, of communities and customers, of partnerships and families. We are the sum of our entire network - based on the four pillars of trust, innovation, collaboration, and execution and the hard work of people who share our vision. We are at the core of a technology and communications engine that is changing the world.
We Connect. We Deliver. We are INTRADO.
Equal Opportunity Employer/Veterans/Disabled