Tier 1 Product Support Specialist

The Associated Press is seeking several Level 1-Product Support Specialists for its New York City office.

Position will be relocating to Cranbury, New Jersey in early 2009. Must be able to work in NJ.

As a Product Support Specialist you will be responsible for providing first line, Level 1 customer support to the customer base for online products and services. You will be responsible for handling incoming service requests (telephone, email etc.) in accordance with AP standards, and setting up customers with AP products and services, all in a fast-paced, changing 24/7 support environment. You will also assist our clients in maximizing their use of our products and services. You will work with sales, operations, editorial, product management, product services, development, and other AP departments to help improve external customer support. Candidates need to be able to work in both New York, NY and Cranbury, NJ. For this position candidates must be available for one of the following shifts: 8:30 AM – 5:00 p.m., 11:00 a.m.– 7:30 p.m., 3:30 p.m.– 12:00 a.m.

RESPONSIBILITIES: Handle inbound telephone and email customer requests. Gather supporting information and reviews carefully. Evaluates and assesses situation as understood. Relay back to customer to ensure focus is on solving correct problem. Obtains sufficient information to determine the possible cause of the issue. Work independently to determine the best and most efficient solution to resolve the customer’s operational issues, including procedural changes as necessary. Track activities through support tools including a ticket logging system and customer relationship management system. Provide pre/post sales support, along with ongoing technical and product support. Process service requests for new installations of web /internet and satellite services. Work with sales and international/domestic bureaus to ensure seamless product releases, installations and service upgrades. Work on special projects as assigned.



QUALIFICATIONS: College degree, technical degree or acceptable experience required. Will consider 2007/2008 college grads. 1+ years customer support experience (telephone, email, online chat etc.) preferred. Previous technical product support experience preferred. Must possess a service-oriented attitude, and be able to communicate and coordinate well with team members and customers. Demonstrated ability to work in a team environment. Communicate effectively with others and express ideas. Must be a self-starter with the ability to multi-task, manage workload, take accountability and deliver results to meet competing priorities in a fast-paced environment. Ability to prioritize and work in a high pressured environment. Strong written and communication skills required. Working knowledge of HTML, XML, C+, Perl, Java Script, DHTML, CSS and Flash a plus. Experience with Windows, Unix, Linux and and MAC OS’s preferred. Knowledge of basic file handling command line syntax on UNIX-LINUX-FreeBSD or VMS is a plus. Experience with Microsoft LDAP directory services - Active Directory a plus Understanding of network protocols TCP/IP, HTTP, FTP, SMTP and NNTP. Must be able to trouble shoot problems related to these protocols. Knowledge of streaming video technology and ability to troubleshoot video players (e.g. Windows Media Player, Real Player and Quicktime).

Founded in 1846, AP is the largest and oldest news organization in the world, serving as a source of news, photos, graphics, audio and video for more than one billion people a day. AP has more than 4,000 employees working in more than 240 bureaus worldwide. The AP report is distributed in four languages: English, German, French and Spanish. The report is translated into many more languages by international subscribers.

AP seeks to build an inclusive organization grounded in respect for differences. We support all aspects of diversity and provide equal employment opportunity to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, disability or status as a veteran in accordance with applicable nondiscrimination laws.

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