i Heart Media

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The audio revolution is here – and i Heart is leading it! i Heart Media, the number one audio company in America, reaches 90% of Americans every month -- a monthly audience that’s twice the size of any other audio company

– almost three times the size of the largest TV network – and almost 4 times the size of the largest ad-supported music streaming service. In fact, we have:-More #1 rated markets than the next two largest radio companies combined;

• We’re the largest podcast publisher, with more monthly downloads than the second- and third-largest podcast publishers combined. Podcasting, the fastest-growing new media, today has more monthly users than streaming music services or Netflix;

• i Heart is the home of many of the country’s most popular and trusted on-air personalities and podcast influencers, who build important connections with hundreds of communities across America;

• We create and produce some of the most popular and well-known branded live music events in America, including the i Heart Radio Music Festival, the i Heart Radio Music Awards, the i Heart Country Festival, i Heart Radio Fiesta Latina and the i Heart Radio Jingle Ball Tour;

• i Heart Radio is the

#1 streaming radio digital service in America;

• Our social media footprint is 7 times larger than the next largest audio service; and

• We have the only complete audio ad technology stack in the industry for all forms of audio, from on demand to broadcast radio, digital streaming radio and podcasting, which bring data, targeting and attribution to all forms of audio at an unparalleled scale. As a result, we’re able to combine our strong leadership position in audience reach, usage and ad tech with powerful tools and insights for our sales organizations to help them build success for their clients at a more efficient cost than any other option.

Because we reach almost every community in America, we’re committed to providing a range of programming that reflects the diversity of the many communities we serve – and our company reflects that same kind of diversity. Our company values stress collaboration, curiosity, welcoming dissent, accepting mistakes in the pursuit of new ideas, and respect for everyone.

Only one company in America has the #1 position in everything audio: i Heart Media!

If you’re excited about this role but don’t feel your experience aligns perfectly with the job description, we encourage you to apply anyway. At i Heart Media we are dedicated to building a diverse, inclusive, and authentic workplace and are looking for teammates passionate about what we do!

What We Need:

This is a Customer Support position to install, maintain, and train for the use of the products developed and sold by Florical Systems.

What You'll Do:

Essential Duties and Responsibilities:

• Available for customer service 24hr/day when on-call, as needed.

• Ability to travel and work with customers on-site.

• Install, configure, and troubleshoot hardware, software, and peripheral system components through on-site and remote support.

• Troubleshoot interfaces to equipment, software, or business systems using industry-standard or proprietary protocols.

• Edit configuration files and database data on multiple software packages as needed.

• Serve existing accounts by handling support tickets, planning daily schedules, investigating complaints, conducting tests, and resolving problems.

• Maintain good customer relations by examining feedback, identifying solutions, and suggesting workflow and system improvements.

• Completing reports, forms, checklists, etc., to document service and installation work.

• Continuous learning to keep job knowledge current by participating in educational opportunities, company-provided training, and self-directed studies.

• Other duties, as assigned.

What You'll Need:

Problem Solving - Identify and resolve problems promptly by gathering and analyzing information, developing alternative solutions, and working well in group problem-solving situations.

Customer Service - Manage difficult or emotional customer situations. Respond promptly to customer needs, solicit customer feedback to improve service, and respond to requests for service in a timely manner.

Communication – Write and speak clearly. Carefully observe and listen to understand the context and non-verbal cues. Respond well to questions. Inspire confidence through communication. Solid ability to document and share information.

Professionalism – Tactfully interact with others. React well under pressure while treating others respectfully, regardless of their status or position. Accept responsibility for your actions and follow through on commitments.

Computer Skills:

Windows Fundamentals – Basic knowledge of Windows Server administration and familiarity with Windows networking concepts, including but not limited to IP addressing, DNS, Active Directory, and SMB/CIF. This includes the ability to install Windows 11 and Windows Server on bare metal or a VM environment.

Scripting Skills – Some experience with scripting languages, preferably PowerShell or similar (e.g., Python, batch files).

Data/Configuration Storage - Ability to read, edit, and troubleshoot data formats such as JSON, XML, SQL, and related markup/configuration languages.

Networking Fundamentals – Understanding of DNS, TCP/IP, and firewall configurations in Windows environments. The ability to capture packets using Wireshark and perform a basic analysis.

Databases - Working knowledge of SQL or MongoDB database servers. The ability to write simple SQL queries.

Virtualization - Working knowledge of a popular virtualization platform is a plus.

Competency with Microsoft 365, including Teams.

Education and/or Experience:

Bachelor’s Degree (B.S.) or equivalent from a college or technical school in an engineering, broadcasting, computer science, or a related field. An equivalent combination of experience, training, and education will be considered.

Prior experience with a business workflow or project management system such as Service Now, Jira, Freshdesk, or Team Support is a plus.

Television engineering or operations experience is a plus.

Cloud platform experience is a plus.

Certificates, Licenses, Registrations: valid driver's license.

Other Qualifications:

• Excellent technical and troubleshooting skills

• Outstanding customer service skills

• Ability to debug wiring and physical layer issues

What You'll Bring:

• Respect for others and a strong belief that others should do this in return

• Expertise with various technical disciplines and applications

• Close attention to detail and quality orientation

• Ability to multitask on a variety of critical projects

• Ability to work independently, while also collaborating with others

• Strong communication skills, particularly when explaining complex technical information

• Ability to provide solutions to problems in situations that are atypical/infrequent

• Analytical thinking and the ability to identify patterns

• Efficiency with own work and impact of team results

• Informal leadership capabilities with an interest in mentoring less experienced team members

Location:

VIRTUAL EST, FL

Position Type:

Regular

Time Type:

Full time

Pay Type:

Salaried

Benefits:

i Heart Media’s benefits offering is flexible and offers a variety of choices to meet the diverse needs of our changing workforce, including the following:

• Employer sponsored medical, dental and vision with a variety of coverage options

• Company provided and supplemental life insurance

• Paid vacation and sick time

• Paid company holidays, including a floating holiday that enable our employees to celebrate the holiday of their choosing

• A Spirit day to encourage and allow our employees to more easily volunteer in their community

• A 401K plan

• Employee Assistance Program (EAP) at no cost – services include telephonic counseling sessions, consultation on legal and financial matters, emotional well-being, family and caregiving

• ​A range of additional voluntary programs, such as spending accounts, student loan refinancing, accident insurance and more!

We are accepting applications for this role on an ongoing basis.

The Company is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.

Non-Compete will be required for certain positions and as allowed by law.

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