**Job Summary:**
To provide advanced technical support, training, and assistance to iHeartMedia customers, as well as internal Revenue Platforms staff\. Track, document and solve problems / defects / reports and enhancement requests as escalated to Third Level Support\. Serve as liaison between Development, Product Management and Quality Assurance staff\. Evaluate and escalate reported issues as necessary\. Assist in the prioritization of product defect fixes based on criticality of customer issues\. Guide and work closely with First and Second Level Customer Support Analysts to train, mentor and assist in the timely and effective resolution of problems and customer issues\. In this role you will be responsible for support of all iHeartmedia Revenue Platform applications which includes the Salesforce application\.
Candidate must be a self\-starter with excellent communication and organizational skills\. This position requires an aptitude to troubleshoot issues under demanding and high paced circumstances\. This individual will be driven to exceed the customers’ expectations 100% of the time\. The position requires a solid knowledge of Salesforce, MS SQL and the ability to quickly learn our proprietary suite of software products and their business applications to assist in all third level supporting functions\. This candidate must possess self\-motivation and patience in guiding First and Second Level Customer Support Analysts toward effectively troubleshooting and resolving issues\. A positive attitude, while maintaining the highest level of professionalism, is necessary to meet the expectations of our corporate culture\. The position will reside in our Aliso Viejo, California office\.
**Required Skills:**
+ Our Customer Support Call Center is staffed from Mon\. – Fri\. 5:00am – 7:00pm, so shift schedules rotate on a quarterly basis and you must be available to work within this shift schedule as assigned\.
+ Participate in the on call rotation to ensure after hours coverage is required\.
+ Responsible for assisting Level 1 and 2 Customer Support Analysts in the timely resolution of customer support issues through providing training, advice, recommendations, consultations, conference calls and problem escalation\.
+ Resolve questions/concerns from multiple customer sites\. Escalate calls to appropriate source for further assistance when required\.
+ Coordinate special requests from users that require in\-depth or specialized knowledge of both property and business applications\.
+ Inputting and tracking of incoming calls to HD using HEAT and Service Now Software\.
+ Write and update Knowledge Base articles\.
+ Perform small group training and provide documentation as needed\.
+ Take ownership of user concerns to see them through to completion\.
+ Work closely with Development and Quality Assurance Departments on implementation of new software releases and service packs, to insure timely and accurate site upgrades\. May require some testing and technical writing\.
+ Write and maintain queries using SQL, to troubleshoot and solve DB issues\.
+ Research and troubleshoot all issues prior to escalation to Development, including gathering information needed to produce fixes and enhancements, documenting steps to reproduce problems in house, review and verification of enhancement requests and directly interfacing with customers to manage problems through to timely resolution\.
+ Responsible for answering customer calls from the Customer Support telephone call queue, email and web to ensure the highest level of customer satisfaction and customer service possible\.
+ Guide Customer Support Analysts to finding answers to user error, training issues and software bugs\.
+ Continually transfer knowledge to the department
+ Responsible for creating, reviewing and the submission of knowledge base articles, FAQ’s, and knowledge articles for publishing for internal and external use\. This also includes the review and approval of knowledge base article submissions from First and Second Level Support\.
+ Actively participate in an assigned Subject Matter Expert Team and insure that entire team is fulfilling Subject Matter Expert duties\.
+ Perform other related duties as assigned\.
**Required Experience:**
+ Must have good customer service as well as technical, analytical and problem solving skills, good written and verbal communication skills\.
+ Should be proficient in all of the below listed areas:
+ Working knowledge of, or the ability to quickly learn our proprietary suite of software products and their business application\.
+ 5\+ years of experience in SQL support including query writing\. May modify or edit existing support scripts\.
+ Support of Service Integration Platforms, Server Management, Event Log Analyzing, Reset Services and Application Pools\.
+ Comprehensive understanding of corporate software platforms and packages, integrations with other systems\.
+ An understanding of the internal functional group business and escalation processes as well as daily work needs of our customers: internal, external and corporate\.
+ Intermediate to advanced knowledge of best practices in technical support policies and procedures, with a full understanding of in\-house escalation procedures\.
+ Thorough working knowledge of HEAT call tracking software and its application to our operation\.
+ Excellent troubleshooting, diagnostic, process, and procedural skills to include: root cause problem analysis, a mindset which allows them to continue looking for a solution when others might give up, and the ability to approach a problem from more than one angle to find a timely resolution\.
+ Ability to travel up to 25% \(approximately one week a month\) annually to customer sites providing support as needed\.
**Education:**
HS diploma
**Certifications:**
None Required
**Location:** Aliso Viejo, CA: 27071 Aliso Creek Road, Suite 200, 92656
**Position Type:** Regular
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\.
Current employees click here to apply and search by the Job Posting Title\.
iHeartMedia, Inc\. is one of the leading global media and entertainment companies specializing in radio, digital, outdoor, mobile, live events, and on\-demand entertainment and information services across the nation and providing premier opportunities for advertisers\.