People, Person, Computer, Electronics, LCD Screen, Laptop, Pc


Product Support SpecialistUnited States

Product Support Specialist

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. Starting with its core traffic management solution, WideOrbit centralizes operations and streamlines workflows for radio, cable, and television companies. 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 traffic or sales within a cable network, 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 our clients and support with how-to questions regarding use of WO Network, the WideOrbit traffic, sales, and billing system.
  • 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.
  • Proactively seek out clients' needs of the product support function by building effective working relationships and rapport.
  • Juggle multiple cases and projects at once, proactively updating the client on the status while remaining calm and patient.

Here's what we're looking for:
  • 2+ years of experience at a cable network within a sales or traffic department is strongly preferred or experience at a software company for cable network products.
  • Experience with advertising/media sales proposals, ad sales traffic management and stewardship applications
  • Experience using web-based applications and comfortable with learning and using new technologies
  • Proven ability to quickly learn software and confident about your technical skills and abilities
  • Ability to work effectively under pressure and balance competing tasks in a rapidly changing environment
  • Ability to remain calm and confident under pressure while supporting a client
  • 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 MS Windows, Word, Excel, and Outlook


This position will be based in our New York, NY office.

Compensation, Benefits and Perks:

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

Health insurance, stock options, 401K, 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!

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