Tier One Support Engineer

Job Description

POSITION: Support Engineer LOCATION: Seven Hills, OH DATE: 12/16/19 Apply online at https://futurimedia.com/jobs/ POSITION SUMMARY: Futuri is known for its VIP support and service. Futuri Support Engineers work with our partners (radio, TV, and digital publishers) to provide outstanding customer support and technical guidance in using the Futuri platform. Support Engineers at Futuri are strong communicators via telephone and e-mail, working to troubleshoot a variety of technical and non-technical issues that may arise in the process of using Futuri's products and services. ESSENTIAL FUNCTIONS: Effectively manage all customer tickets in order to meet or exceed company KPIs for ticket first response and resolution time Quickly analyze problems, gather key information and problem solve in order to resolve issues and identify trends Assume ownership of all issues, acting as a customer advocate to drive issue resolution (as stated in KPIs) through collaborative problem solving with all necessary departments Thoroughly document in the ticketing system all actions taken in real time to streamline hand-offs between shifts and internal departments. Provide an effortless customer experience. DESIRED BEHAVIORAL TRAITS Proactive problem solver Enjoys learning new technologies Excellent interpersonal and communication skills Team-centric attitude Flexibility and ability to pivot quickly KNOWLEDGE, SKILLS, & ABILITIES Experience with radio station automation systems and/or streaming technologies is highly desired Familiarity with web technologies, SaaS products and/or mobile apps Working knowledge of customer service software, databases and tools Awareness of industry’s latest technology trends and applications Advanced troubleshooting and multi-tasking skills EDUCATION/EXPERIENCE Bachelor's degree in a technical field preferred Proven working experience as a Technical Support Agent Apply online at https://futurimedia.com/jobs/