Job Title

Job Description

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.

It is the policy of Dotdash Meredith to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the Company will provide reasonable accommodations for qualified individuals with disabilities.Accommodation requests can be made by emailing ddm.hr@dotdashmdp.com.

The Company participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here:https://www.e-verify.gov/employees

Pay Range

The pay range above represents the anticipated low and high end of the pay range for this position and may change in the future. Actual pay may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Dotdash Meredith's total compensation package for employees. Other compensation may include annual bonuses, and short- and long-term incentives.In addition,Dotdash Meredith provides to employees (and their eligible family members) a variety of benefits, including medical, dental, vision, prescription drug coverage, unlimited paid time off (PTO), adoption or surrogate assistance, donation matching, tuition reimbursement, basic life insurance, basic accidental death & dismemberment, supplemental life insurance, supplemental accident insurance, commuter benefits, short term and long term disability, health savings and flexible spending accounts, family care benefits, a generous 401K savings plan with a company match program, 10-12 paid holidays annually, and generous paid parental leave (birthing and non-birthing parents), all of which may vary depending on the specific nature of your employment with Dotdash Meredith and your work location. We also offer voluntary benefits such as pet insurance, accident, critical and hospital indemnity health insurance coverage, life and disability insurance.