RCS Product Support Specialist

iHeartMedia • Virtual, NE

5d • Remote

About The Position

RCS Worldwide is hiring a Product Support Specialist to serve as the primary point of contact for clients using its broadcast software and related technologies. The role handles customer phone calls, emails, and social interactions from the United States and other countries, providing timely and accurate answers on topics such as software clock building, audio-device configuration, network infrastructure, and SQL Server databases. This is a remote position supporting customers 24x7; alternate schedules may be required.

The specialist troubleshoots software, hardware, network, and system issues; documents customer interactions and corrective steps; and prepares technical documentation to support software repairs and enhancements. The role also works with customers to improve system performance, collaborates with other RCS departments to extend product capabilities, and maintains up-to-date skills through educational opportunities and professional networking.

Requirements

• Excellent customer service skills and a team-focused approach.
• Attention to detail and ability to multitask in a fast-paced environment.
• Fundamentally sound knowledge of networking technologies, Microsoft Windows, and broadcast systems.
• Experience working in a radio, IT, or engineering environment.
• Ability to prioritize and well-developed troubleshooting and investigative skills.
• Can-do attitude.

Nice To Haves

• Background in radio automation software.
• Knowledge of broadcast software such as GSelector, Zetta, or NexGen.
• Prior customer service experience.
• Experience in radio or television.
• Bilingual English/Spanish abilities.

Responsibilities

• Handle customer phone calls, emails, and social interactions from the United States and other countries.
• Document customer interactions and provide answers by identifying problems, researching them, and guiding customers through corrective steps.
• Troubleshoot issues involving software, hardware, networks, and systems.
• Write technical documentation that can be used to repair software defects and deliver enhancements.
• Work with customers to improve software system performance by identifying problems and recommending changes.
• Participate in educational opportunities and maintain professional networks to keep skills up to date.
• Work with other RCS departments to further extend product capabilities.

Benefits

• Employer-sponsored medical, dental, and vision insurance with a variety of coverage options.
• Company-provided and supplemental life insurance.
• Paid vacation and sick time.
• Paid company holidays.
• Spirit day to encourage and allow employees to volunteer in their community.
• 401(k) plan.
• Employee Assistance Program at no cost, including telephonic counseling and consultation on legal, financial, emotional well-being, family, and caregiving matters.
• Additional voluntary programs, including spending accounts, student loan refinancing, and accident insurance.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed