Support Specialist, Operations & Support

Job Description

We are seeking a dedicated Support Specialist to ensure seamless technical delivery across our local news digital platforms. This role involves proactively monitoring key system dashboards to prevent issues and supporting User Acceptance Testing in collaboration with internal product and engineering teams. Responsibilities include: * Ensuring comprehensive technical delivery across local news digital platforms. * Proactively monitoring key system dashboards to preemptively address potential issues. * Supporting User Acceptance Testing in conjunction with internal product and engineering teams. * Collaborating with cross-functional teams to resolve technical issues and uphold quality standards. * Gathering user feedback to contribute to the continuous refinement of the product roadmap. * Providing on-call support during after-hours to address critical incidents. * Championing the use of AI tools to expedite and enhance the quality of support services. * Identifying workflows suitable for AI optimization and documenting effective solutions. * Developing, maintaining, and refining Standard Operating Procedures (SOPs) to ensure optimal user satisfaction. * Creating comprehensive training materials to empower market teams. Join our team and play a vital role in ensuring the reliability and excellence of our digital news experiences.

Qualifications

We are looking for a Support Specialist with the following: 1. 3+ years of experience in digital operations, technical support, or a closely related field. 2. Hands-on experience with content management systems and digital publishing workflows. 3. Demonstrated ability to utilize AI tools such as ChatGPT, Claude, or Copilot. 4. Excellent written and verbal communication skills. 5. Experience in developing, optimizing, and publishing content across digital and social platforms. 6. Solid understanding of SEO best practices, video publishing workflows, and live streaming techniques. 7. Proficiency in using digital analytics and QoS tools like Conviva, DataDog, or Adobe Analytics. 8. Familiarity with AI prompt engineering, workflow automation tools (Zapier, Make, n8n), or scripting basics. 9. Experience with Slack-based operations, project management tools (Jira, Asana), or internal tooling administration. 10. Ability to thrive in a fast-paced news environment with shifting priorities and tight deadlines. 11. A strong desire to learn and explore new tools and technologies to enhance our digital operations.

Benefits

As a member of our team, you'll enjoy a comprehensive benefits package: - Medical, dental, and vision coverage to support your health and well-being. - Insurance options for added security. - A 401(k) plan to help you save for the future. - Paid time off for vacations, holidays, and personal days. - Additional benefits as outlined in our applicable plan documents.