RCS Product Support Specialist - iHeartMedia, Inc

iHeartMedia

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The audio revolution is here – and iHeart is leading it!  iHeartMedia, the number one audio company in America, reaches 90% of Americans every month -- a monthly audience that’s twice the size of any other audio company – almost three times the size of the largest TV network – and almost 4 times the size of the largest ad-supported music streaming service.  In fact, we have:

• More #1 rated markets than the next two largest radio companies combined;

• We’re the largest podcast publisher, with more monthly downloads than the second- and third-largest podcast publishers combined. Podcasting, the fastest-growing new media, today has more monthly users than streaming music services or Netflix;

• iHeart is the home of many of the country’s most popular and trusted on-air personalities and podcast influencers, who build important connections with hundreds of communities across America;

• We create and produce some of the most popular and well-known branded live music events in America, including the iHeartRadio Music Festival, the iHeartRadio Music Awards, the iHeartCountry Festival, iHeartRadio Fiesta Latina and the iHeartRadio Jingle Ball Tour;

• iHeartRadio is the #1 streaming radio digital service in America;

• Our social media footprint is 7 times larger than the next largest audio service; and

• We have the only complete audio ad technology stack in the industry for all forms of audio, from on demand to broadcast radio, digital streaming radio and podcasting, which bring data, targeting and attribution to all forms of audio at an unparalleled scale.  As a result, we’re able to combine our strong leadership position in audience reach, usage and ad tech with powerful tools and insights for our sales organizations to help them build success for their clients at a more efficient cost than any other option. 

Because we reach almost every community in America, we’re committed to providing a range of programming that reflects the diversity of the many communities we serve – and our company reflects that same kind of diversity.  Our company values stress collaboration, curiosity, welcoming dissent, accepting mistakes in the pursuit of new ideas, and respect for everyone.

Only one company in America has the #1 position in everything audio: iHeartMedia!

If you’re excited about this role but don’t feel your experience aligns perfectly with the job description, we encourage you to apply anyway.  At iHeartMedia we are dedicated to building a diverse, inclusive, and authentic workplace and are looking for teammates passionate about what we do!

What We Need:

We are seeking a Remote RCS Product Support Specialist to be the primary point of contact for clients by handling phone calls and emails from customers in the United States and other
countries.

This individual will provide timely and accurate answers on subjects that can range from software clock building to audio cards, network infrastructure, or a SQL Server database.

What You'll Do:

• You will answer incoming phone calls and emails in a timely manner.

• You will document interactions with customers; provide answers by identifying problems; research answers and guide customers through corrective steps.

• You will work with colleagues to troubleshoot problems in software, hardware, networks, and systems.

• You will be writing up technical documentation that can be used to repair software defects and deliver enhancements. 

• You will work with customers to improve software system performance by identifying problems and recommending changes. 

• We ask that you keep your skills up to date by participating in educational opportunities and maintaining personal networks. 

• Handling phone calls, emails, and social interactions from customers in the United States and other countries

• Working with other departments within RCS teams to further extend our product capabilities. 

What You'll Need:

The ideal candidate should have knowledge of Radio industry, possess excellent customer service skills and a team focus. Attention to detail and ability to multitask in a fast-paced environment is necessary. Candidates should have a fundamentally sound knowledge of radio technologies, networking technologies, and Microsoft Windows.

• We are looking for people with recent experience working in a Radio, IT, or Engineering environment. Knowledge of broadcast software such as GSelector, Zetta or NexGen is highly desirable. 

• If you also have prior Customer Service experience, we want to hear from you! 

• We need people with a built-in ability to prioritize. Your experience in Radio or TV means you know what to do when the Off-Air call comes in. 

• Ideally, you already have well-developed troubleshooting and investigative skills

• We never close! Alternate schedules may be required.

• Bilingual English\Spanish abilities are a plus.

• We need someone with a can-do attitude!

What You'll Bring:

• Respect for others and a strong belief that others should do this in return

• Full proficiency and understanding of job function

• Open communication with colleagues and direct reports that encourages collaboration and team consensus

• Strong problem solving skills

• Efficiency with independent work under minimal guidance

• Commitment to process improvement for overall team effectiveness

• Professional communication that stresses diplomacy, empathy and patience

Compensation:

Salary to be determined by multiple factors including but not limited to relevant experience, knowledge, skills, other job-related qualifications, and alignment with market data.

$23.07 - $28.84

Location:

VIRTUAL MST, NE

Position Type:                                                                                             

Regular

Time Type:

Full time

Pay Type:

Hourly

Benefits:

iHeartMedia’s benefits offering is flexible and offers a variety of choices to meet the diverse needs of our changing workforce, including the following:

• Employer sponsored medical, dental and vision with a variety of coverage options

• Company provided and supplemental life insurance

• Paid vacation and sick time

• Paid company holidays, including a floating holiday that enable our employees to celebrate the holiday of their choosing

• A Spirit day to encourage and allow our employees to more easily volunteer in their community

• A 401K plan

• Employee Assistance Program (EAP) at no cost – services include telephonic counseling sessions, consultation on legal and financial matters, emotional well-being, family and caregiving

• ​A range of additional voluntary programs, such as spending accounts, student loan refinancing, accident insurance and more!

We are accepting applications for this role on an ongoing basis.

The Company is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.

Non-Compete will be required for certain positions and as allowed by law.

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