SOLUTIONS SPECIALIST TIER 3
West Corporation

Boston, Massachusetts

Posted in Telecommunications


This job has expired.

Job Info


For this opening we will consider candidates from the following locations: Boston,MA,US |

Intrado Digital Media is proud to power mission critical communications and provides customers with everything they need to communicate with 4 key audiences: Employees, Customers, Investors and the media. Some of our popular solutions include marketing webinars, webcasting, virtual events, product launches, press release distribution, employee town halls, investor days audio, video and web conferencing.

Intrado's Digital Media solutions are proven to help reduce costs, attract new customers and keep our current customers loyal for life. We place a lot of value in giving our clients the solutions and support they need to operate efficiently and successfully.

As a Tier 3 Solution Specialist, you will be responsible for triaging Tier 1 and Tier 2 solutions escalations for complex studio webcasting and virtual events issues to include; updating and creating configuration code in JavaScript, HTML/CSS, running SQL queries, and troubleshooting faults. You will conduct Root Cause Analysis (RCA) document remediation plans and provide RCA reports

Day to day responsibilities include, but are not limited to:

  • Investigate, test and recreate advanced product issues and questions.
  • Respond to escalation requests from Tier 1 & Tier 2 Solutions Specialists, internal teams and self-service clients
  • Creating and implementing custom JavaScript and HTML/CSS coding
  • Create internal Impairment (Incident Response) write-ups on behalf of self-producing clients, to ensure proper issue tracking
  • Collaborate with 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 toand communicating best practice guidelines
  • Create knowledgebase documentation and review documentation created by Tier 1 Specialists
  • Report and communicate client issues to Senior Specialists, ensuring future clients are trained accurately
  • Work on self-service integration projects and custom requests
  • Spot-check high profile and/or high volume events to ensure they are set up properly
  • Other duties as assigned

Qualifications - External

Minimum Qualifications

Education
  • Bachelor's Degree in Computer Science, MIS or a related field required, however work experience in a similar position may be substituted for educational requirements


Experience and Technical Skills
  • 3 - 5 years related experience in a services, escalation / support or solutions role required
  • 2+ years experience in digital media products such as Webcasting, Online Events, Video Portals or Virtual Environments products preferred
  • 2+ years experience in Video Production, Video Encoding or Streaming technologies preferred
  • Experience with live day event production, escalation procedures and/or incident reporting in a physical or virtual setting preferred
  • Skilled in using browser Developer Tools for troubleshooting
  • Knowledgeable in HTML / CSS / Dreamweaver
  • Knowledgeable of JavaScript and relational databases, MySQL preferred
  • Strong technical documentation skills targeting non-technical audiences
  • Enjoys knowledge sharing and learning about products and processes
  • Works well under pressure and is focused on resolving complex technical problems, while focusing on client satisfaction
  • Excellent verbal and written communication


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.

Intrado 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.

This position will be posted for 7 days or until the position is filled.

Please Note: The Company has strict background check requirements both pre-employment and during employment. The company conducts pre-employment drug screening and periodic screening during employment. Please note, marijuana remains an illegal drug under federal law. We have federal contracts that require us to be compliant with the federal Drug Free Workplace Act. Intrado is a tobacco free workplace.


This job has expired.

More Telecommunications jobs


SubCom
Baltimore, Maryland
Posted about 7 hours ago

SubCom
Newington, New Hampshire
Posted about 7 hours ago

SubCom
Newington, New Hampshire
Posted about 7 hours 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.