BRANDON CARSWELL

Worked as a part of the Digital Applications Support team to help improve and support the iHeartMedia Network of digital properties, including websites and other digital content delivery solutions.

This role was the primary interface between digital, streaming, and platform operations teams and the company’s local radio station staff. Digital Support Coordinator was responsible for providing support to over 900 digital properties, working directly with local market and station personnel to improve the user experience, identifying areas where the Digital group can improve via new product ideas, creating detailed business requirements with markets / stations, developing and testing product concepts, and collaborating with management to develop sound business plans for new product initiatives.

This was a customer service-focused position requiring troubleshooting and resolving issues with web content publication and distribution. While needing to remain flexible with an ever evolving platform, the emphasis was placed on the ability to proactively evaluate and determine issues with the platform, help prioritize new product features and enhancements, and work with stations and internal cross-functional teams to keep the creative, technical, and business units focused while owning the “voice” of the organization to the customers/markets/stations.

Primary Responsibilities:

• Providing platform and product support through ticketing systems, by phone, via email, and in person as necessary
• Availability after hours for on-call resources
• Produce documentation of software products and business processes
• Identify areas for improvement of supported digital products
• Troubleshoot defects
• Assist in quality assurance of feature releases
• Conduct user product training and develop training materials
• Prioritize, clarify, and analyze platform requirements

Work with Product and Development teams to clearly detail defects and product improvements

Skills:

• Worked in fast-paced environment
• Worked independently and in team environments
• Troubleshooting software defects
• Translating end-user requirements into product and business requirements
• Strong technical background, including web development, knowledge of DNS and domain name management
• Exceptional communication, organizational, and interpersonal skills
• Working with HTML, CSS, Javascript and other web programming technologies
• Strong independent problem-solving abilities
• Possess strong technical writing abilities
• Be able to prioritize multiple tasks and projects and deliver under deadline

• Answering customer calls, emails and support tickets.
• Responsible for creating friendly, helpful customer experience by maintaining positive attitude working in line with company culture.
• Assisting customers with website edits in proprietary Content Management System.
• Assisting customers with email set up and/or troubleshooting email problems.
• Helping new customers set up with website and email hosting.
• Buying customer domains through wholesale registrar account.
• Keeping track of support tickets and ticket metrics in Zen Desk for customer service team overall.
• Fielding incoming tickets and assigning tickets to appropriate team members.
• Responsible for creating SMART goals in my department and implementing those goals effectively.
• Entering and editing products and services into WHMCS.
• Established and monitored customer service standards by employing recognized and comprehensive benchmarks

• Build and maintain business relationships as well as utilizing current networks to drive sales.
• Contact customers by phone, by mail or in person.
• Offers quality customer service by presenting extensive knowledge of product represented, answering questions and giving thorough reviews of product to encourage purchase and increase sales for company represented.
• Assist customers with product discrepancies through troubleshooting and by phone direction.
• Maintain records of accounts, orders and track inventory.
• Develop prospect lists to maximize sales for companies represented.
• Possess extensive knowledge of guitar related gear such as guitars, effects pedals and amps, as well as industry trends.
• Aid musicians and producers in finding gear best suited for recording needs.
• Coordinate projects and events exercising ability to improvise, improve procedures, and meet demanding deadlines.
• Responsibilities to include being point person for sales meetings with multiple prospects, such as session players and touring artists.
• Direct all aspects of trade show appearances for products, from set up and display of merchandise to demonstrations and taking of orders.
• Responsible for ordering and purchasing of supplies, distributing product samples and marketing literature, and invoicing.
• Drive sales efforts in southeast region of United States through researching, targeting, and persuading both cold and warm leads to commit to contracts.
• Founded and managed sales business, growing revenue to over $25,000 in first year