As an Editorial Operations Associate Technician, you will be responsible for supporting over 3500 independent contractors and staff with an emphasis on providing support to end-users of the Dotdash Meredith publishing platform. 

You will help resolve L1/L2 technical issues or other matters that may impede their ability to update, edit, or create content. You will use your strong communication skills to translate technical terms for everyday use and to help manage the flow of information between staff and contractors. This role is in NYC.

About Your Contributions:

• Answer Level 1 and Level 2 support questions and resolve technical issues raised by the users of Dotdash Meredith’s bespoke digital publishing platform in a timely fashion

• Accurately and efficiently assess problems and determine if they can be resolved independently or escalate to Level 3 as needed

• Develop first-hand domain knowledge about how tools are used across an extensive publishing platform ecosystem

• Use experience and intuition to analyze reported issues and diagnose root causes

• Track users’ needs and pain points; being responsible for effectively representing the Voice of the Users to the product teams

• Learn, manage, and add to the substantial library of documentation unique to Dotdash Meredith’s digital publishing platform

• Define and diagnose publishing platform bugs for resolution by product teams and internal development teams

• Test fixes for issues and bugs and new features in beta before release to end users in production. Ensure results fit with end users’ requirements

• Help manage product lifecycle and communicate product updates and announcements to users

• Internalize and identify gaps in our support runbooks

• Create and regularly update documentation around current issues

• Assist the Editorial Operations team with onboarding users to the publishing platform via our proprietary user management system

• Help the product team with training new publishing platform users

About You:

• Exceptional troubleshooting, communication, and organizational skills

• Ability to work in a fast-paced, dynamic environment

• Strong writer, capable of translating technical prose into easy-to-understand documentation

• Working knowledge of HTML, email protocols, browser standards, networking, and common internet protocols such as TCP/IP, and the major operating systems

• Proficient with MS Office and/or Google Docs

• Experience with support ticket systems (e.g: Zendesk or JSM) and office productivity software (e.g.: Airtable, Confluence/Jira, Asana)

• Familiarity with online publishing, such as content creation, and curation, is preferred

• Experience working in a modern corporate environment is preferred

• Proactive, flexible team player with a sense of humor and entrepreneurial energy, able to adjust priorities quickly and take ownership in a fluid and fast-moving environment.