Broadcaster Success Specialist

Poznan

 

Supervisor: Broadcaster Success Team Leader
Employment Status: Contracted (40 hours/week)
Location: Poznań, Poland
 
 
Cleeng empowers content owners, broadcasters and viewers to fully embrace the potential of videos. Whether you’re a major sports team owner, a conference, a spiritual leader, or a broadcaster, Cleeng helps you go direct to consumer and connect with your audience, all around the world! Since our founding in 2011, we’ve been serving global brands such as: FIFA, Golden Boy Promotion, Final Fantasy, One Championship, American Marketing Association, Nordic Business Forum, and Blink to monetize their videos through PPV Live and Subscription VOD.
 
As a Broadcaster Success Specialist, you play a vital part in helping progress the Cleeng platform and take it to the next level. This technical and client-facing position involves a key role in supporting the applications and software updates from our broadcasting clients while maintaining smooth performance of their content. To achieve this, you will work closely with Cleeng’s technical team to ensure their content is configured flawlessly and that any issues or bugs that occur are resolved within the service level agreement timeframes as well as diagnose and correct issues relating to layout and configuration; all the while, reporting directly to the Customer Support Manager.
 
Your ultimate objective is to provide the highest level of support to our clients through our omni-channel (email, chat and phone) approach creating a frictionless and flawless user experience. Working closely with our US/EU teams, you will be able to handle technical inquiries from our clients explaining the usability and functionality of Cleeng’s API, diagnose client problems and help them maximise the usage of the Cleeng platform. This will be achieved by; troubleshooting concerns, identifying trending issues, performing root cause analysis and proactively managing all inquiries. Cleeng is looking for Broadcaster Success Specialists who show a high sense of proactivity and ownership; that you communicate effectively and efficiently; and that you make the best use of your strong analytical and problem-solving skills; and as per our team mantra “Go the Extra Mile”.
 
To keep up with the constantly evolving technology, the Broadcaster Success Team is constantly trained whenever a product is upgraded or launched. Please be aware evening shifts are also required for this position
 
Principal Responsibilities
 
  • Broadcaster Support – Respond to issues coming from first line support -> Technical support / 2nd line support 
  1. Identify the cause of reported issue
  2. Take ownership of resolving the issue
  3. Resolve the issues that can be solved quickly (by one-time scripts, configuration change, reference to documentation etc)
  4. Communicate with 3rd line team 
  5. Develop and improve existing technical documentation to proactively address client contacts
  6. Provide technical support for large scale live events
  7. Deliver excellent service to user contacts and ensure compliance to escalation processes
  8. Support technical and sales projects
  • Successfully deliver Client implementations
  1. Find and thoroughly describe the application of Cleeng APIs and modules into Client application landscape,
  2. Coordinate the big events. Plan, assess and coordinate all activities related to client launches,
  3. Know the APIs and platform to be an expert to the Sales Team and provide pre-sales assistance and tech scope.
  4. Propose changes to the platform in cooperation with the Product team,
Required Skills/Experience:
 
  • Fluent English – Both orally and written
  • Experience with ticketing tool – email and chat
  • Understand APIs and SDKs and how they should be applied
  • Strong communication skills
  • Team player (proven to work successfully with others to solve problems efficiently and effectively)
  • Positive personality and a can-do attitude
  • Ability to work under pressure
  • Ability to work remotely in a global team
Preferred Skills:
 
  • Ability to influence others to achieve results.
  • Time management
  • Self-motivation
Education and Experience
 
  • Degree in Computer Science/ Information Technology
  • 3-5 years of relevant experience or equivalent combination of education and work experience.
  • Worked within the E-commerce, Media, Telecommunication or OTT industry is a big plus.

What do we offer?

  • Good salary package, one that fits your needs;
  • Flexible working hours and form of employment;
  • Possibility to work remotely;
  • 100 % paid sick leave with agreed limits;
  • A great, full of energy and brand new space (Cleeng office) in the very middle of Poznan;
  • Equipment of your choice and additional accessories for your computer to make your work more efficient and comfortable;
  • Perks: private healthcare, sport’s card (Multisport), fully equipped kitchen, fresh fruit and vegetables, private bicycle parking and partially refunded costs of car parking;
  • Co-financed trainings and conferences;
  • Annual retreats, monthly integration events, free Friday lunches every second week;
  • Events celebrations: birthdays, annuals and others;
  • Possibility to use your English on a daily basis;
  • Possibilities to travel abroad;
  • Working with truly international team of well – rounded experts in Amsterdam (HQ), Poznan, Manilla, NYC, Guadalajara. 16 nationalities and counting!
  • Work on unique, market leading, SaaS products, with clients all over the world, from New Zealand, Japan, Europe, US and Latam;
  • Work closely with people who value diversity, hard work, friendly relationships and love their jobs and get all together to the next level!

Play the video and get to know us

There are lots of reasons to work here

One talented and passionate team
Join a community of professionals who push each other to strive while enjoying what they do. We like to share knowledge, experience and inspire each other every day. We like to share our knowledge and experience. Be encouraged to share your ideas and perspectives!
Global scale
Diversity defines us. We have offices in The Netherlands, USA, Philippines, Australia, and Poland. Our different backgrounds and over 14 nationalities make our workspace a unique environment and a truly international experience.
Shape tomorrow's product
Don't just watch, participate in the future of premium content consumption. We are thriving in a booming and exciting industry where you could develop your skills.
Who said party?
Relaxed professionals, that’s our motto! Be part of a fun team. Expect dinners and meetups. Join our CS go or chess intercontinental tournaments. Travel the world to work face to face with your colleagues and enjoy the ride!