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New York, NY, United States
25 days ago
New York, New York, United States
25 days ago


Why Hearst

We are one of the nation's largest diversified media, information, and services company with more than 360 business. Our current portfolio expands the traditional publishing company people have come to know us by, we now own cable networks like A&E, HISTORY, ESPN ; financial leader Fitch Group; Hearst Health, a group of media information and service business: transportation assets and digital services business iCrossing and KUBRA.

We believe our biggest asset is our combination of different backgrounds, cultures, and disciplines that come together to form one epic unit. What we do starts with our people.

What You'll Do

Hearst Technology Services (HTS) is hiring a Product Support Analyst to work on the MediaOS Platform. MediaOS is a corporate-wide digital publishing platform powered by data-driven tools. The platform is designed to help digital editors achieve their goals more efficiently and effectively and publish to an audience of millions across our digital brands.

We are seeking candidates who will be responsible for interfacing directly with users to field end-user queries, resolve issues and diagnose system bugs based on user feedback.

The Product Support Specialist is also expected to become highly familiar with the MediaOS and digital editorial processes across the organization in order to prioritize and troubleshoot user issues and escalate appropriately.

This role will also be responsible for proactively monitoring user support issues to identify patterns-including recurring questions about functionality or documentation-and interfacing with the Product and Learning Experience teams to develop platform enhancements to address their root cause(s). They will also assist in in planning, executing, and deploying future MediaOS functionality and projects.

Come join a group of multi-functional training, communications, support and User Experience (UX) team members committed to providing an excellent end user experience.

• Primary contact for MediaOS day-to-day end user support with an in-depth knowledge of the MediaOS products and end user functionality

• Troubleshoot and resolve MediaOS end user issues related to functionality, escalating to the appropriate team if needed

• Responsible for MediaOS day-to-day end user communication (requests for improvements, updates, issue resolution, help communicate changes, etc.).

• Document and track all end-user issues

• Generate and distribute regular incident/support reports

• Proactively identify user support patterns or trends and issues, and report these to the appropriate stakeholders to improve end user support and the user experience

• Maintain a knowledgebase for the MediaOS Product Support team

• Provide suggestions and execute on support process improvements and requirements.

• Collaborate with end-users, product teams and the governance committee to track, enhance and maintain metrics on MediaOS usage

• Assist in onboarding additional sites and users

• Support additional technologies and applications as needed

  • 2+ years' experience in product support highly desirable
  • Bachelor's degree preferred or equivalent work experience
  • Solid written and verbal communication skills
  • Highly organized and driven with strong attention to detail
  • Experience collaborating with stakeholders and cross-functional team members to communicate with a number of individuals throughout the organization
  • Committed to creative problem solving and proactively prioritizing work

Job Information

  • Job ID: 58526793
  • Location:
    New York, New York, United States
  • Position Title: Product Support Analyst
  • Company Name: Hearst
  • Job Function: Other Profession
  • Job Type: Full-Time
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