Product Support Specialist II
Chicago, IL

Job Description

FreeWheel, A Comcast Company, comprised of FreeWheel Publishers, FreeWheel Markets, and FreeWheel Advertisers empowers all segments of The New TV Ecosystem. We are structured to provide the full breadth of solutions the advertising industry needs to achieve their goals. We power the technology, data enablement, and convergent marketplaces required to ensure buyers and sellers can transact across all screens, across all data types, and all sales channels, in order to ensure the ultimate goal results for marketers. With offices in New York, San Francisco, Chicago, London, Paris, Beijing, and across the globe, FreeWheel, A Comcast Company, stands to advocate for the entire industry through the FreeWheel Council for Premium Video.

Summary

Our number one job as the Product Support team at FreeWheel Advertisers (FWA) is to keep our clients happy. The Product Support Specialist II is professional and committed to providing prompt and knowledgeable support to our clients, whether working independently or within a team.

The Product Specialist II will assume ownership of support cases and will follow through until the case has been closed or reassigned to another individual or department. If a question cannot be immediately answered, the candidate will be expected to use available material resources and/or consult with product experts to advance the resolution of the issue in a timely manner. Advanced product knowledge and good problem solving skills are required for this position. The support responsibilities described above will take up about 70% of the Product Support Specialist II time. In addition, while generally determining his/her own work priorities, the Product Support Specialist II may be requested to engage in activities such as classroom training or on-site support, or to participate in company events such as product launches, at the request of their direct supervisor.

Essential Functions

* For support issues, acts as primary escalation point for troubleshooting, and actively drive issues toward resolution
* Responsible for answering non-routine inquiries via telephone, internet-based chat sessions, or email.
* Consistently exercises independent judgment and discretion in matters that have financial impact to the client's business.
* Coordinates and acts as liaison between client and internal departments ensuring clients' needs are met.
* Manages day-to-day issues or concerns for priority clients.
* Develop product expertise across assigned software products.
* Conduct and/or assist with system enhancements, user application, and quality assurance testing.
* Technical lead within client service, restore SQL backups, run queries, recreate issues, etc.
* Proficient in FWA products and workflows; well versed in the media industry and terminology
* Strong understanding of different user environments including technical setup and best practices in regards to FWA products
* Work directly with third party vendors as needed in the troubleshooting process
* Engage and participate with agile program teams regularly to resolve software issues and introduce items to the backlog, as well as help prioritize items that would most impact Client Service
* Initiate and conduct new hire training, while identifying training needs and/or improvement opportunities
* Create departmental documentation such as product or troubleshooting materials
* Collaborates with manager in the identification, prioritization, development and execution of high-impact plans for effective and sustainable client support by the Client Service team.
* Champion proper customer relationship management (CRM) tool use to issue ticketing; model best practices and procedures for ticket creation, entry and follow up ensuring maintenance of accurate and thorough client support records.

Nonessential functions

Experience with the advertising/media industry.

Job Knowledge, skills and abilities and Other (KSAO's)

* Excellent communication (oral and written), interpersonal, organizational, and presentation skills
* Passion for solving client issues and a champion of great customer service
* Ability to multi-task
* Self-motivated, team player, action and results oriented

Supervisory responsibilities

The Product Support Specialist II will have no supervisory responsibilities, but must function well within project teams, working with Product Managers, tech leads, and other team members.

Working conditions

The Product Support Specialist II will work within the company's offices, based on hours agreed upon by their manager.

Minimum qualifications and requirements

* Bachelor's Degree in Computer Science, Business or equivalent field/work experience
* 2-3 years customer or technical support experience with at least 2 years of FWA product experience

Comcast is an EOE/Veterans/Disabled/LGBT employer