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Technical Support Associate

The Arena Group
New York, NY
  • Posted: over a month ago
  • Full-Time
Job Description

Title: Technical Support Associate

Employment Type: Full Time

Location: Remote

 

Position Overview

The Arena Group is seeking a Technical Support Associate to work remotely, preferably during East Coast hours. This role will be responsible for ensuring customer success through triaging, managing, and resolving all incoming questions and requests from the The Arena Group publisher community. The role is also responsible for communicating platform-wide changes, outages, and upgrades. 

The ideal candidate is both highly technical and an effective communicator who can deeply understand a complex product stack to help drive customer adoption with instruction and clarity. You pay close attention to detail, can advocate for publishers, and are excellent at prioritizing internally and externally. You are comfortable working in an environment that advances quickly, is highly adaptable, and you learn quickly.

 

Responsibilities

  • Work roughly 40 hours per week with occasional weekend and evening on-call for urgent issue management
  • Oversee handling of support tickets as platform expert, recommending thoughtful solutions/workarounds and empowering publishers with instructions and best practices
  • Perform issue diagnosis by executing commands, reviewing logs, utilizing analytical and debugger tools to validate customer requests and detect errors
  • Prioritize competing tasks and requests, working closely with engineering and product teams to represent customer needs and oversee tickets to resolution
  • Act as product expert, strategically communicate the platform offering
  • Prioritize many competing tasks and requests, balance publisher needs with business priorities, and articulate those decisions to internal and external stakeholders

Requirements

  • Experience in Customer Service/Support, Site Operations, Digital Product Management, or Production Management role for an online technology company, or similar academic experience in IT, Computer Science, Engineering
  • Experience with consumer-facing technical troubleshooting (e.g., browser compatibility, site bugs, user bugs, issue reports), especially for users who are not particularly tech-savvy. Could include experience debugging common issues related to website performance and stability
  • Excellent written communication skills
  • Attention to detail and follow through in a fast-paced environment
  • Fast learner and comfortable with taking ownership of managing customer issues to solution
  • Superior organization and time management skills

 

Not Required, but a plus

  • Knowledge of web technologies (including content management systems, HTML, CSS, javascript), experienced in agile methodology, and works with analytics tools (including Google Analytics and Google Webmaster tools)
  • Comfortable discussing user experience best practices, authoring tools, and competitive pressures and has an ability to evangelize a platform approach

 

Snapshot of Benefits

  • Medical, Dental and, Vision Coverage
  • Retirement Savings Plan (401K), with company match
  • Flexible Spending Account (FSA) & Health Savings Account (HSA)
  • Commuter Benefits
  • Reimbursement for business cell phone use per company policy 
  • Employee Stock Option Plan (Publicly Traded Company - AREN)
  • Unlimited Paid Time Off
  • Paid Parental Leave
  • 12 Paid Holidays

 

Company Overview

The Arena Group creates dynamic, digital destinations that delight consumers with stories and news about the things they love – their favorite sports teams, the inside scoop on personal finance, and the latest on lifestyle essentials. We are building out a robust media ecosystem that brings together consumers, publishers and advertisers with a proven strategy that brings sustainable performance growth in audience, engagement and monetization. We harness the authority of trusted brands and the editorial prowess of our leading writers and editors. Our destinations live on a robust technology platform that helps deliver best in class capabilities in direct sales and programmatic advertising, data, SEO, social, and operations.

The Arena Group is an equal opportunity employer committed to fostering an inclusive environment. We do not discriminate against any employee or applicant for employment on the basis of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, status as a protected veteran, or any other protected status in accordance with applicable law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Arena Group

Address

New York, NY
USA

Industry

Technology

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