Client Services and Programming Analyst
As a part of the Client Services team, this role is responsible for handling regular support tickets from users, and participates in implementation of our scalable advertising sales solutions. This role also works closely with our Programming team to research and update programming information, and communicate those updates to our customers. This area is undergoing rapid expansion, and this role will support that with technical work in Excel and SQL to streamline the data entry.
Responsibilities
- Serve as a significant interface to customers by handling discovery and fixes on support issues.
- Clearly communicate with the product and development teams when a support ticket requires a code or database level change.
- Research and analyze programming information, search for programming resources, create “cases” to our data provider, and identify future programming to enhance our product offerings.
- Troubleshoot support tickets and determine the best answer for the issue submitted. Consult with other team members to ensure proper resolution on all support tickets.
- Check for accuracy of programming and sports packages and conduct quality assurance to ensure the platforms are working as expected.
Requirements
- Experience with highly accurate data entry
- Extensive experience with Excel, including functions, macros, power query
- Experience with SQL, MySQL/MariaDB or Postgres flavors preferred
- Clear, concise, and comprehensive writing skills in English
- Experience using async communication tools like Slack
- Knowledge of collaboration tools like Jira and Confluence
- Experience with Microsoft Office Product Suite generally
Candidate Qualities
- Be detail-oriented
- Display critical thinking skills
- Thrive in a multi-tasking environment and adjust priorities on-the-fly
- Be very thorough in writing detailed troubleshooting documentation
- Be a strong team player but still a self-starter
- Show curiosity and deep desire to learn
- Enjoy collaborating with a geographically distributed team
- Support specific coverage needs of Monday to Friday 9am-6pm in UTC-6 (includes flexible hour break)
