People Matter

Product Support Specialist

WideOrbit

WideOrbit

Product, Customer Service
Remote
Posted on Thursday, July 11, 2024

About WideOrbit:

Say hello to a Wider World. WideOrbit helps media companies do more business by making it easier to buy and sell advertising. We build the one software platform that ties everything together – TV, radio, and digital ad sales, from pitch to payment. Chances are if there’s an ad on your local TV or radio station, over-the-air or streaming, our technology helped put it there. Our customers include NBCUniversal, ABC/Disney, Fox, Paramount, AMC, TelevisaUnivision, Audacy, and many more industry leaders around the world. In February 2023, WideOrbit became a part of Lumine Group, a Canadian listed company which in turn is a part of the Constellation Software Inc. (CSI) ecosystem, a multi-billion dollar global public company.

At WideOrbit, we make preserving our inclusive environment an ongoing priority, empowering team members to contribute at every level, in every function. We hire high-energy innovators who value diversity, unafraid to wield their passion and expertise to advocate for our customers and each other. At WideOrbit, you’ll make a difference and see your impact every day, while learning, growing, and enjoying what you do!

Job Description:

WideOrbit believes that our success depends on our customers’ satisfaction with our products and service. Although we believe everyone has an impact on customers, our Product Support Specialists are the first line to our customers and their impact can be the largest.

For our Product Support teams, we hire experienced industry professionals that can educate our customers, and troubleshoot system issues with patience. If you have a background in radio or computers at a broadcast station and have a passion for making customers happy, our Product Support Specialist could be a great fit for you.

Here is what success will look like:

  • Solve client issues within a fast-paced collaborative working environment with a positive attitude, confident and calm demeanor, ensuring their satisfaction and happiness with our products and service.
  • Identify and document software defects and requests for enhancements with a keen attention to detail.
  • Collaborate with development and product management teams, providing detailed information regarding customer needs.
  • Provide information regarding customer needs to engineering.
  • Take ownership of cases and resolve issues by either educating our customer, gathering information about their workflow operations, or working with WideOrbit’s internal departments to bring resolution to the cases.
  • Proactively seek out customers’ needs of the product support function by building relationships with the customers you interact with.
  • Juggle multiple cases and projects at once while proactively updating WideOrbiters and customers with status and remaining patient with everyone involved.
  • Determine how WO Automation for Radio can be best used by the customer, through:
    • Attentive listening to the customer’s requirements and wishes.
    • Use of your own deep Radio industry knowledge to analyze the customer’s operation.
    • Application of WideOrbit’s best practices.
  • Train all users of WO Automation for Radio on the operation of the system and best practices.
  • Provide remote Installation, Configuration and training to our customers on WO Automation for Radio Projects.
  • Provide emergency support for customers after hours on an on-call basis.

To thrive in this role, we’re looking for:

  • Associate degree in a computer-related discipline or related field. Relevant experience may substitute for the degree requirement on a year-for-year basis.
  • 2+ years of experience in systems software and support with a demonstrated knowledge of advanced troubleshooting of software and hardware in Windows-based systems.
  • Comfortable with learning and using new technologies.
  • The ability to work effectively under pressure with a customer and balance competing tasks in a rapidly changing environment.
  • Excellent interpersonal and verbal communication skills including communicating in a friendly and articulate manner via phone and email.
  • Outstanding problem-solving, organizational and follow-up skills to resolve issues with a dedication to a positive customer experience.
  • Proficiency in WideOrbit products and integrations including MusicMaster, and third-party devices is preferred.
  • Deep understanding of the operations of Radio stations is preferred.
  • Radio engineering experience and experience with Radio automation systems is highly desired.
  • Experience administering WO Automation for Radio or another top-tier Radio automation system like RCS Zetta or NexGen, Enco, or Audio Vault is highly desired.
  • Proven track record of building relationships quickly and highly motivated by customer satisfaction and successful outcomes.

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Be able to lift 50 pounds (WO equipment only)

Location:

This is a telecommute/remote position with a preference for Central Time Zones.

Pay Range:

$48,000 - $58,000

Compensation:

The compensation range listed, and general description of other compensation and benefits will apply to this position. Various factors are considered to determine compensation ranges including market data, location, experience, qualifications, and skills. WideOrbit reserves the right to pay more or less than the salary and benefit information posted.

Benefits & Perks:

Besides a great work environment with smart and friendly coworkers, access to leadership and knowledge about how your work impacts company success, here are some of our benefits and perks:

A competitive salary, health insurance, sabbatical leaves, great vacation package, work/life balance, life event benefits, casual work attire, stocked café, 401(k) match, and plenty of opportunities to grow!

We are committed to treating all applicants fairly, WideOrbit is an equal opportunity employer that prohibits unlawful discrimination based on race, color, religion, sex, national origin, age, physical or mental disability, medical condition, sexual orientation, marital status, military or veteran status, gender identity and expression, genetic information, or any other factor protected by law. Additionally, we consider qualified applicants whose histories are impacted by our justice system, consistent with applicable federal, state, and local law.