** Product Support Specialist**

** Coppell, TX 150 - Product Support**

**About WideOrbit:**

Say hello to a Wider World. WideOrbit helps media companies do more business by making it easier to complete more sales. We build the one platform that ties everything together from TV, radio, and digital ad sales, to reporting, invoicing, and payments. Chances are if theres an ad on your local TV or radio station, or on your favorite streaming service or podcast, we helped put it there. Our customers include NBCUniversal, AMC Networks, ViacomCBS, A E Networks, Hearst Media, and many more industry leaders around the world.

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, youll make a difference and see your impact every day, while learning, growing, and enjoying what you do!

**Job Description:**

WO Automation for Radio is the premier play-out and asset management system for radio stations around the world. This mission critical system manages the audio transmission of a broadcaster 24 hours a day and 7 days a week.

WideOrbit believes that our success rests upon our customers satisfaction with our products and service. Although we believe everyone has an impact on our customers, Product Support Specialists are the first line to our customers and their impact is often the largest.

Product Support is not an entry level role. We hire industry experienced professionals who 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, you could be an ideal fit for this role.

**Here is what success will look like:**

* Solve client issues within a fast-paced and 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 WideOrbits 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.

* Patiently juggle multiple cases and projects while proactively providing status updates to WideOrbiters and customers.

* Provide remote installation, configuration, and training to our customers on WO Automation for Radio Projects.

* Provide emergency after hours support for customers on an on-call basis.

* Determine how WO Automation for Radio can be best used by the customer through:

Attentive listening to the customers requirements and wishes

Use of your own deep Radio industry knowledge to examine the customers operation

Application of WideOrbits best practices

Train all users of WO Automation for Radio on the operation of the system and best practices

**To thrive in this role, were looking for:**

* 2 years of experience in systems software and support with a demonstrated knowledge of advanced troubleshooting of software and hardware in Windows-based systems.

* 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 relationship building and 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.

* Proven track record of building relationships quickly and highly motivated by customer satisfaction and successful outcomes.

* Deep knowledge of the operations of Radio stations is a must.

* Radio engineering experience is highly desired.

* Experience with Radio automation systems required. 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.

* Proficiency in WideOrbit products and integrations including MusicMaster, and other third-party devices is preferred.

***WideOrbit mandates Covid vaccination, with accommodation for religious or medical reasons in accordance with law.**

**Location:**

This position will be based in our COPPELL, TX office.

**Compensation, Benefits and 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 caf, 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.