Serve as a primary technical support resource for AccuWeather TV customers, providing timely, professional assistance by phone, email, and remote support.
Participate in the department’s 24/7 support coverage and assigned on-call schedule, including evenings, weekends, and holidays.
Monitor customer support calls, emails, and requests; prioritize issues based on urgency, impact on customer operations, and departmental guidelines.
Troubleshoot and resolve software, hardware, system configuration, and data issues, with particular attention to problems affecting on-air operations.
Take ownership of assigned support issues from initial response through resolution, keeping customers informed of progress and next steps.
Document customer issues, troubleshooting steps, resolutions, and follow-up actions to support consistent service and knowledge sharing.
Escalate complex or unresolved issues to management and developers, providing clear details to support timely resolution.
Communicate with sales and account management teams about ongoing customer issues, support needs, and customer satisfaction.
Provide proactive customer guidance to help prevent recurring problems and improve system reliability.
Maintain proficiency and required certifications on all AccuWeather TV graphics systems.
Maintain a working understanding of AccuWeather and other meteorological data to effectively support customers and meteorologists.
Test new software versions using current customer configurations and coordinate customer upgrades following release.
Provide remote customer training on system operation, new features, and troubleshooting procedures.
Occasionally travel to customer sites to install and configure systems, verify proper operation, and provide training.
Support sales efforts by demonstrating AccuWeather TV products remotely and, as needed, at customer sites and trade shows.
Identify customer needs for upgrades, additional systems, or training, and communicate those opportunities to the appropriate sales or account management team.
Provide technical training, guidance, and mentorship to new staff and sales team members.
Coordinate support coverage with the team during travel and other scheduled activities.

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