GSelector & Selector Support Specialist — Virtual, NY

iHeartMedia

• More #1 rated markets than the next two largest radio companies combined;
• We’re the largest podcast publisher, with more monthly downloads than the second- and third-largest podcast publishers combined. Podcasting, the fastest-growing new media, today has more monthly users than streaming music services or Netflix;
• iHeart is the home of many of the country’s most popular and trusted on-air personalities and podcast influencers, who build important connections with hundreds of communities across America;
• We create and produce some of the most popular and well-known branded live music events in America, including the iHeartRadio Music Festival, the iHeartRadio Music Awards, the iHeartCountry Festival, iHeartRadio Fiesta Latina and the iHeartRadio Jingle Ball Tour;
• iHeartRadio is the #1 streaming radio digital service in America;
• Our social media footprint is 7 times larger than the next largest audio service; and
• We have the only complete audio ad technology stack in the industry for all forms of audio, from on demand to broadcast radio, digital streaming radio and podcasting, which bring data, targeting and attribution to all forms of audio at an unparalleled scale. As a result, we’re able to combine our strong leadership position in audience reach, usage and ad tech with powerful tools and insights for our sales organizations to help them build success for their clients at a more efficient cost than any other option.

What We Need:

• We are looking for people with experience as a Program Director or Music Director in a Radio or TV Programming environment. You will be an expert in GSelector, Selector, and other music scheduling programs. You have a passion for creating expertly curated music logs across all formats. Knowledge of Zetta or NexGen is a plus.
• You're empathetic to users and can easily put yourself in their shoes.
• You are technically adept and able to quickly learn new products, tools, and technologies.
• You have strong prioritization skills. You understand the pressures of working in live radio and television and know what to do when the off-air call comes in.
• You are motivated, goal-oriented, flexible, and able to work both independently and collaboratively while meeting deadlines.
• You have an inquisitive mindset and strong attention to detail. Ideally, you possess well-developed troubleshooting and investigative skills. You can simplify and deconstruct customer-reported issues into their component parts and evaluate them systematically.
• Professional fluency in Spanish is required. The ability to communicate effectively in both Spanish and English is essential.
• This role may require evening coverage (Eastern Time), as well as limited weekend and holiday support based on business needs.

What You'll Do

• Document customer interactions and resolve technical issues by researching solutions, identifying root causes, and guiding customers through corrective actions.
• Collaborate with colleagues across Support, Development, Product, and Infrastructure teams to troubleshoot software, hardware, network, and system issues. Create detailed technical documentation and defect reports that enable developers to deliver fixes and product enhancements.
• Partner with customers to optimize software performance by diagnosing challenges, recommending best practices, and implementing effective solutions.
• Work alongside a team of more than 100 professionals to provide timely, accurate support across a wide range of topics, from music scheduling and broadcast automation to SQL Server administration, GPIO integration, and advanced scheduling workflows.
• Host customer onboarding training sessions and workshops for users of varying technical skill levels, promoting product features, adoption, and operational success.
• Continuously expand technical expertise and industry knowledge through professional development, training opportunities, and hands-on experience with emerging technologies and broadcasting solutions.

What You'll Need:

• Demonstrated commitment to delivering exceptional customer service and fostering a collaborative, team-oriented environment.
• Proficiency with Microsoft 365 applications, including Outlook, Teams, Excel, Word, and remote collaboration tools.
• Working knowledge of network infrastructure concepts, including LAN/WAN connectivity, TCP/IP, DNS, VPNs, and firewall fundamentals.
• Strong understanding of Microsoft Windows operating systems, SQL Server, and related troubleshooting techniques.
• Experience supporting, administering, or troubleshooting software applications in client/server, cloud, or hybrid environments.
• Radio and/or television broadcast industry experience, with an understanding of live operational workflows and time-sensitive environments.
• Strong analytical and problem-solving skills, with the ability to diagnose issues, identify root causes, and implement effective solutions.
• Excellent interpersonal skills with the ability to collaborate across technical and non-technical teams.
• Professional verbal and written communication skills, including the ability to explain complex technical concepts to diverse audiences.
• Ability to effectively manage multiple priorities, adapt to changing business needs, and maintain attention to detail in a fast-paced environment.
• Experience using ticketing, customer support, or incident management systems is a plus.
• Ability to travel occasionally (less than 10%) for customer training, onsite support, industry events, or team meetings, as business needs require.
• Bilingual Spanish and English communication skills required.

What You'll Bring:

• Demonstrates respect, professionalism, and inclusivity in all interactions, fostering a positive and collaborative work environment.
• Maintains a strong understanding of job responsibilities, products, systems, and industry best practices, while continuously expanding technical expertise.
• Communicates with colleagues, promoting collaboration, knowledge sharing, and team success.
• Applies strong analytical and problem-solving skills to identify root causes, evaluate solutions, and resolve complex technical and operational challenges.
• Works independently with minimal supervision, effectively prioritizing tasks and managing time in a fast-paced environment.
• Actively identifies opportunities for process improvement and contributes ideas that enhance team efficiency, service quality, and customer satisfaction.
• Demonstrates exceptional customer service skills through professional communication, empathy, patience, and diplomacy when interacting with customers and colleagues.

Compensation

$30.77 - $38.46

Location:

VIRTUAL, NY

Position Type:

Regular

Time Type:

Full time

Pay Type:

Hourly

Benefits

• Employer sponsored medical, dental and vision with a variety of coverage options
• Company provided and supplemental life insurance
• Paid vacation and sick time
• Paid company holidays
• A Spirit day to encourage and allow our employees to more easily volunteer in their community
• A 401K plan
• Employee Assistance Program (EAP) at no cost – services include telephonic counseling sessions, consultation on legal and financial matters, emotional well-being, family and caregiving
• A range of additional voluntary programs, such as spending accounts, student loan refinancing, accident insurance and more!