Client Systems Specialist

About the role

The Client Systems Specialist's primary responsibility is to provide responsive customer service, technical support, and troubleshooting for approximately 100 AccuWeather TV customers. This role supports the department's 24/7 customer service coverage, helping customers maintain reliable operation of their AccuWeather software, hardware, and data services.

The position requires proactive customer communication, advanced troubleshooting, and coordination with internal teams to resolve issues promptly. Occasional travel is required for product demonstrations, system installations, customer training, and trade shows.

Duties and Responsibilities

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

Background and Qualifications

• At least one year of professional experience supporting PC or Mac computers, software, or hardware required. Relevant education or extensive technical training may be considered in place of employment experience.
• Strong customer service skills, including the ability to remain calm, responsive, and professional when customers experience urgent technical issues.
• Ability to troubleshoot software and hardware problems, prioritize competing requests, and follow issues through to resolution.
• Ability to communicate technical information clearly to customers and colleagues with varying levels of technical knowledge.
• Ability to read and interpret instructions, technical documentation, procedural and policy manuals, and customer communications.
• Strong organizational skills and attention to detail when documenting issues, coordinating follow-up, and maintaining customer records.
• Ability to work independently while collaborating with support staff, sales, management, and developers.
• Availability to participate in assigned 24/7 on-call coverage, including evenings, weekends, and holidays.
• Ability and willingness to travel occasionally for demonstrations, installations, training, and trade shows.
• Experience with broadcast systems, graphics systems, or meteorological data preferred.

Physical Demands

• The physical demands described here are representative of those required to perform the job's essential functions.
• The position requires extended periods of work at a computer workstation using a keyboard and mouse, as well as frequent communication by phone and video conference.
• The employee may occasionally be required to stand, walk, and lift or move equipment weighing up to 25 pounds during installations, demonstrations, or training.
• Specific vision abilities include color vision, close vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those encountered while performing the essential functions of the job. Work is primarily performed in an office or remote support setting, with occasional work at customer stations and trade shows. The role includes responding to time-sensitive technical issues in a live broadcast environment and providing support outside regular business hours as part of the department's assigned coverage schedule.