Product Support Associate

Job Number: R50009616

Brand: Fox News Channel

Job Type: Editorial, Operations, Product Management / User Experience / Content

Location: New York, New York

Job Posting Date: August 20, 2019

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OVERVIEW OF THE COMPANY

Fox News Channel

FOX News Channel is a 24-hour all-encompassing news service delivering breaking news as well as political and business news. FOX News finished 2018 as the most-watched basic cable network for the third consecutive year in both primetime and total day among total viewers, and has held its number one national cable news channel status for 68 consecutive quarters. FNC is available in nearly 90 million homes and dominates the cable news landscape, routinely notching the top ten programs in the genre.

JOB DESCRIPTION

We are looking for a Product Support Associate to join our dynamic Fox News Digital team in an 11am-7pm shift. As the Product Support Associate, you will work with our digital editorial team to help them maximize their storytelling by training them on our Content Management System and answering their day-to-day questions. You'll also help members of our audience within Zendesk when they run into trouble. You are a problem solver, quick learner, and a proactive troubleshooter. Your keen interest in technology and experience using a Content Management System for a high-volume website or app will allow you to excel in this role.

A SNAPSHOT OF YOUR RESPONSIBILITIES

  • Create training materials with supporting images, videos, screen recordings, gifs, blog posts, presentations, quizzes, games and more to inform the Editorial staff and ensure they're using the tools most effectively
  • Inform the Product Team of pain-points with the publishing tools and pitch ideas to solve these common issues or problems
  • Monitor audience feedback and comments for problems across all platforms (web, mobile, TV apps and more), flagging through proper channels
  • Ensure all user-submitted requests are answered - providing support and educating the audience on our product offerings in a timely fashion
  • Manage and monitor communications with some vendor accounts specific to Product Support
  • Maintain the Frequently Asked Questions for all products, and provide insightful tips and common troubleshooting steps

WHAT YOU WILL NEED

  • A Bachelor's degree is preferred
  • Proficiency assigning tickets and issue appropriate priorities for the Product and Engineering teams
  • Ability to craft helpful and friendly answers to questions from Editors or the audience
  • A crisp, clear and concise writing style for content/messages/emails, complete with correct spelling and grammar
  • Confidence training groups of people, including senior executives, for 30 minutes to an hour and answering their questions
  • Experience using a Content Management System, preferably in a fast-paced environment
  • Experience using Zendesk or another help desk software solution
  • Experience in customer service, or a service orientated industry or position
  • Profound interest in technology and troubleshooting

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.

APPLY NOW
CURRENT EMPLOYEES AND FREELANCERS/
CONTRACTORS APPLY HERE*