FreeWheel is looking for a Product Support Specialist in Chicago, United States. If you meet the requirements below, you will be eligible to apply via Digital Marketing Community.

Job Responsibilities:

• Maintain issues, acts as the initial contact for troubleshooting, and actively drive issues toward resolution.
• Accountable for answering general inquiries via telephone, internet-based chat sessions, or email.
• Consistently exercise independent judgment and discretion in matters that have a financial impact on the client’s business.
• Organize and act as a liaison between the client and internal departments ensuring clients’ needs are met.
• Improve product expertise across assigned software products.
• Perform and/or assist with system enhancements, user application, and quality assurance testing.
• Proficient in Strata products and workflows; well versed in the media industry and terminology.
• Involve and participate with agile program teams regularly to resolve software issues and introduce items to the backlog, as well as help prioritize items that would most impact Client Service.
• Devise departmental documentation such as product or troubleshooting materials.

Job Requirements:

• Bachelor’s degree in computer science, business or equivalent field or work experience.
• Minimum 1- year customer or technical support experience.
• Strong communication (oral and written), interpersonal, organizational, and presentation skills.
• Passion for solving client issues and a champion of great customer service.
• Self-motivated, team player, action and results oriented.
• Ability to multi-task.