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