Product Support Specialist

The Associated Press seeks a Product Support Specialist for its New York Headquarters.

AP Digital Support is the division of the Contact Center that supports and entitles AP content for Internet and wireless applications to corporations, government agencies, newspapers and broadcasters.

As an AP Digital Product Support Specialist you will be responsible for providing end user support to our newspapers, radio and TV stations ISPs and corporate and government agencies that subscribe to our services and utilize our delivery and implementation tools while maintaining the highest standards in customer support. You will also be responsible for initiating and setting up new clients with services as well as assisting them with maximizing the use of our services and benefits they derive from the relationship with AP. You'll also interface with our sales force and product management to help define our products and improve our over all support strategy.
The ideal candidate will have the following qualifications: ?Experience working for an IT or Web Services company as a Help Desk or Customer Service associate.
?Exceptional phone skills. Be able to communicate effectively over the phone.
?Demonstrated ability to work in a team environment. Communicate effectively with others and express ideas.
?Strong writing skills. Must have the ability to write memos and communications to customers.
?Experience working with a help-desk trouble-ticket system.
?Advanced Web skills. Able to use various Web-based applications or online forms, and Web-based mail clients. Working knowledge of Web-page creation in HTML, using style sheets, and graphics.
?Familiarity with XML and Web services.
?Experience using any of the following workstations ... WINNT, WIN2000, XP.
?Knowledge of basic file-handling command line syntax on UNIX-LINUX-FreeBSD or VMS.
?Strong understanding of network protocols - TCP/IP, HTTP, FTP, SMTP, NNTP. Be able to trouble-shoot problems related to these protocols.
?Experience writing user manuals, technical documentation or FAQs about specific applications.
?Experience using any Voice over IP call-managing software: i.e. Artisoft, NEC, Vonage, Nuasis.
?Must be available for on-call after-hours support.

For consideration, e-mail a cover letter and resume.



? Degree in Computer Science or Electronics preferred
? A+ and Network+ certifications preferred
? High level technical knowledge and experience in electronics required
? In-depth knowledge of computer networking and telecommunications required
? Must be able to troubleshoot problems related to network protocols
? Expert-level knowledge of Windows operating systems required
? Valid driver's license required
? Strong interpersonal, customer service and teamwork skills required
? Excellent oral, written communication, organizational and time management skills required
? Must be able to communicate effectively over the phone
? Must be detailed-oriented and able to handle multiple priorities with conflicting deadlines
? Must be able to work effectively on an independent basis and in a team environment

Assignments may require working at various heights, climbing ladders and heavy lifting. Qualified candidates must be able to push, pull, lift and carry loads as assignments dictate. They must also be able to work with arms extended above shoulder height, stoop, stand, bend, twist, crawl, reach and climb to meet physical demands of assignments.

AP is an Affirmative Action/Equal Opportunity Employer.