Job Summary
Music Theatre International (MTI) is seeking a proactive and detail-driven Customer and System Support Specialist to provide expert troubleshooting and resolution for customer-reported website issues and support legacy system (IBM iSeries) challenges. This role demands a technically skilled, customer-centric professional who excels at diagnosing and resolving diverse technical issues while thriving in a dynamic, fast-paced environment.
Key Responsibilities
- Serve as the first point of contact for customers reporting issues with the website, providing prompt and professional assistance.
- Assist the Digital Director and the software development team with developing testing plans and coordinating testing new features of our various digital platforms.
- Assist MTI customers with use of our website and digital environments, both by email and on the telephone.
- Assist MTI Customers who contact MTI with navigating to and understanding MTI Website features.
- Diagnose, troubleshoot, and resolve technical issues related to website functionality, navigation, and user experience.
- Collaborate with the development team to identify and address bugs, performance issues, and feature requests.
- Monitor customer support tickets, ensuring timely resolution and clear communication throughout the process.
- Troubleshoot and act as liaison between customers, representatives and the Digital Department and Materials Department regarding website and materials access and usage issues.
- Document and escalate recurring issues to the appropriate teams for further investigation.
- Develop tutorials, videos and email auto-replies for reps to use when supporting customers.
- Support Marketing Department’s usage of Drupal’s content management system. Create views that are both customer-facing using established MTI styles and admin-facing to assist Marketing and other editors to rapidly manage MTI’s significant content.
- Troubleshoot and resolve problems within the legacy system (Encore).
- Maintain and update documentation for troubleshooting steps, resolutions and system workflows.
- Provide communication, training and support for staff of legacy system changes and enhancements.
Legacy System Troubleshooting
| Component | Analysis and Resolution |
|---|---|
| IBM iSeries | Analyze and resolve problems within the legacy system, work closely with internal teams and outside consultants to ensure a thorough understanding of the system’s functionality and dependencies. |
| Legacy System Documentation | Maintain and update documentation for troubleshooting steps, resolutions and system workflows. |
| Communication and Training | Provide communication, training and support for staff of legacy system changes and enhancements. |
General Responsibilities
- Keep accurate records of reported issues, troubleshooting steps, and resolutions.
- Continuously improve support processes and workflows to enhance efficiency and customer satisfaction.
- Stay up-to-date with system updates, changes, and best practices to improve troubleshooting effectiveness.
- Participate in regular team meetings to share insights, challenges, and recommendations.
Requirements
Education
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Experience
5 years of experience in technical support or a similar role, preferably supporting websites and legacy systems.
Skills
- Strong problem-solving skills with the ability to diagnose and resolve technical issues quickly and effectively with a customer-focused mindset.
- Excellent verbal and written communication skills, copy writing and proofreading, and CMS management across multiple digital platforms.
- Familiarity with website technologies such as HTML, CSS, JavaScript, and CMS platforms.
- Experience working with legacy systems such as IBM iSeries.
Preferred Skills
- Experience with ticketing systems.
- Knowledge of debugging tools and techniques for web and legacy applications.
- Familiarity with system migration processes and modernization efforts.
- Understanding of web analytics tools and performance monitoring software.
Salary and Benefits
$55,000-$60,000 per year
The salary range includes a comprehensive health insurance package, including dental and vision, a 401k with employer contribution, commuter benefits, paid holidays and vacation days, and occasional tickets to professional theatrical productions and industry events.
Diversity and EEO Statement
Music Theatre International does not discriminate in employment on the basis of race, color, religion, gender, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service, or any other non-merit factor. We welcome and encourage applications from individuals from communities historically underrepresented in the theatre industry.
Applying
To be considered for this position, please email a resume and a cover letter to [email protected].
Technical Skills
Required Skills
HTML, CSS, JavaScript, and CMS platforms
Preferred Skills
Experience with ticketing systems, debugging tools, system migration, and modernization efforts
Additional Tools and Software
- Drupal
- IBM iSeries
- Chrome
- Firefox
- Other web browsers
- Other software tools
Career Opportunities
About MTI
Music Theatre International (MTI) is one of the world’s leading theatrical licensing agencies, granting theatres from around the world the rights to perform the greatest selection of musicals from Broadway and beyond. Founded in 1952 by composer Frank Loesser and orchestrator Don Walker, MTI is a driving force in advancing musical theatre as a vibrant and engaging art form. MTI works directly with the book writers, composers, and lyricists of these musicals to provide official scripts, musical materials, and dynamic theatrical resources to over 70,000 licensed professional, community, and school theatres in the United States of America and in over 60 countries worldwide.
About the Role
The Customer and System Support Specialist role is an integral part of the Digital Department, providing expert troubleshooting and resolution for customer-reported website issues and support legacy system (IBM iSeries) challenges.
Key Challenges
- Diagnosing and resolving technical issues
- Collaborating with the development team
- Providing excellent customer service
- Staying up-to-date with system updates and best practices
Why Choose MTI?
Music Theatre International offers a unique and exciting work environment, with opportunities to work with a diverse range of musicals and theatre professionals. MTI is committed to advancing musical theatre as a vibrant and engaging art form, and we are seeking a talented and dedicated team member to join our Digital Department.
Apply Now
If you are passionate about musical theatre and have excellent technical and customer service skills, we encourage you to apply for this exciting opportunity.
Please submit your resume and cover letter to [email protected]. We look forward to hearing from you!