Client Systems Specialist

The Client Systems Specialist supports approximately 100 AccuWeather TV customers, providing 24/7 customer service, technical support, and troubleshooting for software, hardware, and data services. This role ensures reliable operation of AccuWeather systems, requiring proactive communication, advanced troubleshooting, and coordination with internal teams. Occasional travel is required for product demonstrations, system installations, customer training, and trade shows.

Duties and Responsibilities

• Serve as the primary technical support resource for AccuWeather TV customers, offering timely assistance via phone, email, and remote support.
• Participate in 24/7 on-call coverage, including evenings, weekends, and holidays.
• Monitor and prioritize customer support requests based on urgency, impact, and departmental guidelines.
• Troubleshoot and resolve software, hardware, system configuration, and data issues, especially those affecting on-air operations.
• Take ownership of support issues from initial response to resolution, keeping customers informed of progress.
• Document all customer issues, troubleshooting steps, resolutions, and follow-up actions for consistent service and knowledge sharing.
• Escalate complex or unresolved issues to management and developers with clear details for timely resolution.
• Communicate ongoing customer issues and support needs to sales and account management teams.
• Provide proactive guidance to prevent recurring problems and improve system reliability.
• Maintain proficiency and certifications on all AccuWeather TV graphics systems.
• Stay updated on AccuWeather and meteorological data to effectively support customers and meteorologists.
• Test new software versions using current customer configurations and coordinate upgrades.
• Deliver remote customer training on system operation, new features, and troubleshooting procedures.
• Occasionally travel to customer sites for installations, configuration verification, and training.
• Support sales efforts by demonstrating AccuWeather TV products remotely and at customer sites/trade shows.
• Identify customer needs for upgrades, additional systems, or training and communicate opportunities to sales/account management.
• Provide technical training, guidance, and mentorship to new staff and sales team members.
• Coordinate support coverage with the team during travel and scheduled activities.
• Perform other duties as assigned.

Background and Qualifications

• At least 1 year of professional experience supporting PC or Mac computers, software, or hardware (or relevant education/training may substitute).
• Strong customer service skills, including calmness and professionalism during urgent technical issues.
• Ability to troubleshoot software/hardware problems, prioritize requests, and resolve issues.
• Clear communication of technical information to customers and colleagues with varying technical knowledge.
• Ability to read and interpret instructions, technical documentation, and customer communications.
• Strong organizational skills and attention to detail for documenting issues and maintaining records.
• Ability to work independently while collaborating with support staff, sales, management, and developers.
• Availability for 24/7 on-call coverage, including evenings, weekends, and holidays.
• Willingness to occasionally travel for demonstrations, installations, training, and trade shows.
• Experience with broadcast systems, graphics systems, or meteorological data is preferred.

Physical Demands

Extended periods of computer work, frequent phone/video communication, occasional standing/walking, and lifting equipment up to 25 pounds. Vision abilities include color vision, close vision, and focus adjustment.

Work Environment

Primarily office/remote support with occasional on-site work at customer stations and trade shows. Requires handling time-sensitive technical issues in live broadcast environments and outside regular business hours.