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Product Support Associate

Job Number: R10002424
Brand: Fox News Channel
Job Type: Information Technology, News, Operations, Product Management / User Experience / Content
Location: New York, New York, United States of America
Job Posting Date: May 16, 2018
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OVERVIEW OF THE COMPANY

Fox News Channel

Fox News Channel (FNC) is a 24-hour all-encompassing news service dedicated to delivering breaking news as well as political and business news. A top five cable network, FNC has been the most-watched news channel in the country for more than 14 years and according to a Suffolk University/USA Today poll, is the most trusted television news source in the country. Owned by 21st Century Fox, FNC is available in more than 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. 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 when they run into trouble. You are a problem solver and quick learner. 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
  • Ensure all user submitted requests are answered, answering their questions, providing support and educating the audience on our product offerings
  • 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 prefered
  • 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

Please attach a resume to be considered, applications without resumes will be considered incomplete and will not be reviewed.

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.

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