Support Specialist

Seattle, WA

The Product Support Generalist acts as the primary interface between Sinclair Digital and its customers the producers and content creators of the SBG group, providing ticket. As the first point of contact for any issues relating to our range of projects, the Digital Product Support organization is responsible to provide timely and effective resolutions.


Key Results Areas:

  • Provide prompt and efficient service including the appropriate escalation of issues
  • Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
  • Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures
  • Contribute to a positive team environment and aid team members with difficult contacts as needed
  • Maintain acceptable performance metrics such as quality, productivity, and attendance
  • Liaise with Tier 2 Support as required to resolve reported issues and questions


Culture:

  • Be resourceful. Utilize all available resources to find answers
  • Share knowledge, ask questions, support each other. Each one, teach one
  • Identify and drive process improvement initiatives
  • Contribute to the team culture by participating in process creation, review, and improvement.
  • Seek feedback from peers and leaders to develop and hone skills
  • Be timely and dependable in both coverage and work
  • Adhere to timeliness expectations and communicate changes in schedule with manager and team


Process:

  • Facilitate product specific P0/S0 P1/S1 Emergency Incident handling in any role as needed
  • Deliver network-wide communications as appropriate with minimal oversight
  • Collect sufficient Data for COE/RCA
  • Learn and create defined processes for new or undefined work
  • Continuously grow and learn about Support/Content Operations processes
  • Create documentation with consideration for cross-functional consumption and/or utilization
  • Work proactively with manager/supervisor to negotiate thoughtful process creation and/or improvement


Support Team Tools:

Demonstrate understanding of team tools and their scope of use. This list includes but is not limited to:

  • StoryLine 
  • JIRA/Confluence 
  • Slack 
  • Touchstream 
  • VDMS Consoles 
  • Google Analytics 


Above the Line:  

Authentic Communication

  • Listen more often than you speak; give speaker full attention and focus on their content rather than thinking about how to respond; ensure your own message is understood (ask for feedback); avoid ambiguous verbiage 

 

Constructive Negotiation

  • Work collaboratively with your team and across the organization to move things forward in a constructive way 


Impeccable Coordination

  • Ensure all key stakeholders are aligned and informed on progress towards goals and objectives 
  • Sinclair Broadcast Group, Inc. is proud to be an Equal Opportunity Employer and Drug Free Workplace!

 

About Us

Make your mark in Media with Sinclair Broadcast Group, a diversified media company dedicated to connecting people with content everywhere! We have consistently led the broadcast industry since our inception, and now Sinclair owns the largest regional sports network business and one of the largest television broadcast portfolios in the country. In addition, we have affiliations with all of the major broadcast networks, own Tennis Channel, and several multicast networks including TBD and Comet. Our content is distributed over-the-air, on multi-video providers, and through our industry-leading digital media platforms. We also recently launched a free TV streaming service called STIRR. Our success is the direct result of our extraordinary employees and management team who believe in our vision and are dedicated to ensuring a great future for our employees. We are advancing the world of Media and want YOU to join our winning team!

 

About the Team

The life-blood of our organization is our people. We have a compelling story, a goal-oriented culture, and we take really good care of people. How good? Here is a glimpse: great benefits, open door policy, upward mobility and a strong desire to see you succeed. Ready to be part of a winning team? Let’s talk.

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