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Product Support SpecialistBirmingham, Alabama, United States

Product Support Specialist

Birmingham | Alabama | United States

About WideOrbit:

WideOrbit is the technology platform for media companies to connect audiences and ads, everywhere. Its mission is to simplify media buying and selling by focusing on innovation, customer delight, and value creation for both sides of media transactions. The company continues to introduce new benefits to the media industry, including a programmatic media exchange for increasing demand for advertising inventory and improving campaign efficiency. WideOrbit is headquartered in San Francisco with offices worldwide. Customers include NBCUniversal, Tribune Media, Entercom Communications, Raycom Media, TEGNA, AMC Networks and many other top media companies around the world.

Job Description:

WideOrbit believes that our success depends on our customers' satisfaction with our products and service. Although every position within WideOrbit has an impact on customers, our Product Support Specialists are the first line to our customers and their impact can be the largest. We hire experienced industry professionals that can educate our customers and troubleshoot system issues with patience and confidence. If you're passionate about technology, have a background in in television or radio ad sales, experience supporting software, possess excellent communication skills, and have a knack for making customers happy, our Product Support Specialist position might be the job you're looking for.

Here's what you'll be doing:
  • Partner with our customers and support with how-to questions regarding the use of WO Media Sales, WideOrbit's TV ad sales operations and proposal solution.
  • 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.
  • Take ownership of cases and resolve issues by either educating our client, gathering information about their workflow operations, or working with WideOrbit's internal departments to bring resolution to the cases.
  • Contribute ideas, suggestions, and recommendations around improving our product support infrastructure, processes, and procedures.
  • Maintain a positive and professional demeanor to the product support team, WideOrbiters, and customers.
  • Proactively seek out clients' needs of the product support function by building effective working relationships and rapport.
  • Create and provide clear, concise, and organized documentation for both the team and customers
  • Juggle multiple cases and projects at once, proactively updating the client on the status while remaining calm and patient.
  • Ensure all cases are taken and closed in a timely manner

Here's what we're looking for:
  • 2+ years of experience at a television or radio station within a sales department is highly desirable
  • Experience with advertising/media sales proposals and stewardship applications is highly desirable
  • Excellent interpersonal, verbal and written communication skills including communicating in a friendly, professional, articulate manner via phone and email to a technical and non-technical audience
  • Experience using web-based applications and comfortable with learning and using new technologies
  • Outstanding problem-solving, organizational and follow-up skills to resolve issues with a dedication to a positive customer experience
  • Proven ability to remain calm and confident under pressure while supporting a client
  • Proven ability to work effectively under pressure and balance competing tasks in a rapidly changing environment
  • Proficiency in MS Windows, Word, Excel, and Outlook
  • Flexibility to work different shifts within 7:00A - 7:30P Central Time to accommodate our customers located nationwide

Compensation, Benefits and Perks:

Besides a competitive salary and great work environment, here are some of our additional benefits and perks:

Health insurance, 401K, stock options, sabbatical leaves, great vacation package, work/life balance, life event benefits, casual work attire, snacks and coffee in the café, and plenty of opportunities to grow!

Location and Hours:

This position is based in our Birmingham, AL office.

WideOrbit is an Equal Opportunity Employer and hires are made without regard to any individual's race, age, color, national origin, ancestry, disability, veteran status, religion, marital status or domestic partnership; pregnancy, childbirth or related medical conditions; other medical conditions or genetic characteristic; sexual orientation, gender, gender identity or transgender status; or any other basis protected by state, federal or local law, regulation or ordinance.

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