Client Systems Specialist

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Deliver prompt customer service, technical assistance, and troubleshooting for around 100 AccuWeather TV clients.

• Engage in the department’s 24/7 support coverage and the designated on-call schedule, including evenings, weekends, and holidays.

• Monitor and prioritize customer support inquiries via calls, emails, and requests.

• Diagnose and resolve software, hardware, system configuration, and data issues impacting on-air operations.

• Manage assigned support issues from the initial response through to resolution, keeping customers updated.

• Record customer issues, troubleshooting procedures, solutions, and follow-up actions.

• Elevate complex or unresolved issues to management and developers.

• Liaise with sales and account management teams regarding customer issues, support requirements, and satisfaction levels.

• Offer proactive advice to prevent recurring issues and enhance system reliability.

• Maintain expertise and necessary certifications on AccuWeather TV graphics systems.

• Keep up-to-date with AccuWeather and other meteorological data.

• Test new software versions using current customer configurations and oversee customer upgrades.

• Conduct remote customer training on system operation, new features, and troubleshooting methods.

• Occasionally travel to customer locations to install and configure systems, verify functionality, and provide training.

• Assist sales initiatives by demonstrating AccuWeather TV products remotely and at customer locations and trade shows.

• Identify customer needs for upgrades, additional systems, or training and relay these opportunities to sales or account management.

• Offer technical training, guidance, and mentorship to new staff and sales team members.

• Organize support coverage during travel and other planned activities.

• Execute additional duties as assigned.

⛳️ Requirements

• Minimum of one year of professional experience in supporting PC or Mac computers, software, or hardware is required.

• Relevant education or extensive technical training may substitute for employment experience.

• Excellent customer service skills.

• Capability to troubleshoot software and hardware issues, prioritize competing requests, and see problems through to resolution.

• Proficient in communicating technical information clearly to customers and colleagues with varying levels of technical expertise.

• Ability to read and interpret instructions, technical documentation, procedural and policy manuals, and customer communications.

• Strong organizational skills and attention to detail.

• Ability to work independently while collaborating with support staff, sales, management, and developers.

• Willingness to participate in assigned 24/7 on-call coverage, including evenings, weekends, and holidays.

• Readiness to travel occasionally for demonstrations, installations, training, and trade shows.

• Experience with broadcast systems, graphics systems, or meteorological data is preferred.

• Capability to work for extended periods at a computer workstation using a keyboard and mouse.

• Ability to occasionally stand, walk, and lift or move equipment weighing up to 25 pounds.

• Specific vision abilities required include color vision, close vision, and the ability to adjust focus.

🏝️ Benefits

• Remote support environment available.

• Reasonable accommodations for individuals with disabilities.

• Equal employment opportunity.

• Occasional travel for product demonstrations, system installations, customer training, and trade shows.