Affiliate Technical Support Analyst

Marketron Interactive Inc. is seeking full-time Affiliate Technical Support candidates who can hit the ground running in a high-volume environment with rapid turnaround times. Marketron Interactive services some of the top media outlets in the country-including the two biggest Hip Hop stations in America, Hot97 (New York) and Power106 (Los Angeles), as well as Chicago's top Rock stations, Q101 and The Loop. In addition, we design and produce interactive projects for many top name brands. Most recently, we've completed interactive design work for brands such as Puma, Ford, Brand Jordan and Fox Television.

Marketron Interactive has a reputation for being the one of the most innovative web development shops in the industry. An example of this innovative spirit can be seen in the first-ever integration of the Apple iTunes Music Store into a radio station website.

Job Description

We are looking for experienced, talented, and highly motivated technical software support candidates to provide world-class support for our customers. The Affiliate Technical Support Analyst provides our affiliates both technical and non-technical support through analysis and problem solving to facilitate maintenance, education, and documentation for our software solution, platform and tools. Candidates will be expected to become experts in the diverse functionality our platform provides. Support will primarily be handled remotely through phone and email.

The Affiliate Technical Support Analyst is expected to take on more complex support incidents, be self-directed, be able to determine and set own priorities as well as for others, and provide guidance and leadership to more junior members of the team. This role is also expected to take on some account management support duties, and will also play a role in new release testing under the guidance of our Quality Assurance Lead. Candidates will be expected to participate in an after-hours on-call rotation for emergency support, and the position may require flexible hours as customer support needs dictate. This position will play a vital and dynamic role in satisfying the needs of our customer, and will be a major point-of-impact with clients.

Requirements
  • Self-motivated multi-tasker with a strong grasp of web technologies.
  • A knack for creative problem solving, information design, and a user-centered focus is a must.
  • Experience providing support to end users of web-based applications.
  • Proficient with HTML, CSS and some experience with web programming technologies/languages, such as ASP.Net or PHP (preferably .Net and other Microsoft technologies).
  • Willingness to become subject matter experts regarding our tools and technology platform, strong communication and troubleshooting skills along with a willingness to provide top-notch customer service and tech support.
  • Effective time management skills, including the ability to prioritize and manage multiple tasks simultaneously.
  • Responsible for supporting our customers with the timely resolution of customer support issues via the telephone, web, and email to ensure the highest level of customer satisfaction and customer service possible.
  • Research and troubleshoot all issues prior to escalation as needed, including gathering information required to produce fixes & enhancements, documenting steps to reproduce problems in house, and directly interfacing with customers to manage problems through to timely resolution.
  • Escalate issues as needed while remaining the customer’s point of contact and manage the communications and expectations of the customer.
  • Inputting and tracking of incoming calls using appropriate software.
  • Participate in QA product testing and technical writing projects as needed.
  • Coordinate special requests from users that require in depth or specialized knowledge of our applications.
  • Willingness to maintain / enhance technical / product and customer service expertise through ongoing training, reading, and testing.
  • Our Affiliate Support Call Center is currently staffed from Mon. to Fri. 6:00am to 8:00pm CST so shift schedules may rotate and you must be available to work within this shift schedule as assigned.
  • Participate in 1st level after hours/on call rotation to ensure 24x7 coverage is available.
  • Perform other related duties as assigned.

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Marketron Interactive is an equal opportunity employer.