RCS Product Support Specialist

iHeartMedia • Virtual, NE, NE

7d • Remote

About The Position

RCS Worldwide, an iHeartMedia company, provides broadcast software and media intelligence products used by radio and television stations around the world. The Product Support Specialist is the primary point of contact for clients, handling phone calls, emails, and social interactions from customers in the United States and other countries. This remote role provides support 24 hours a day, seven days a week, answering questions and investigating issues involving topics such as software clock building, audio device configuration, network infrastructure, and SQL Server databases.

The specialist troubleshoots software, hardware, network, and system problems; documents customer interactions; guides customers through corrective steps; and creates technical documentation to support software defect repairs and enhancements. The role also involves working with customers to improve system performance, collaborating with other RCS departments to extend product capabilities, and maintaining current skills through learning and professional networking. Alternate schedules may be required.

Requirements

• Background in radio automation software.
• Excellent customer service skills and a team-focused approach.
• Attention to detail and ability to multitask in a fast-paced environment.
• Fundamental knowledge of networking technologies, Microsoft Windows, and broadcast systems.
• Experience working in a radio, IT, or engineering environment.
• Troubleshooting and investigative skills.
• Ability to prioritize, including responding appropriately to off-air calls.

Nice To Haves

• Knowledge of broadcast software such as GSelector, Zetta, or NexGen.
• Prior customer service experience.
• Bilingual English/Spanish abilities.

Responsibilities

• Document customer interactions, identify problems, research solutions, and guide customers through corrective steps.
• Troubleshoot software, hardware, network, and systems problems.
• Write technical documentation to support software defect repairs and product enhancements.
• Work with customers to improve software system performance by identifying problems and recommending changes.
• Handle customer phone calls, emails, and social interactions from the United States and other countries.
• Collaborate with other RCS departments to extend product capabilities.
• Keep skills up to date by participating in educational opportunities and maintaining professional networks.

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.
• A Spirit day to encourage and enable employees to volunteer in their community.
• A 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, such as spending accounts, student loan refinancing, and accident insurance.

What This Job Offers

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