Founded in 2011, Cleeng is the Subscriber Retention Management® Company. Focusing on the Media & Entertainment industry, we help our clients create a long-lasting relationship with their subscribers by providing the best D2C operational tools as well as predictive analytics. Our solutions are used by many leading broadcasters worldwide including NFL, CBC, NHL, CHL, Big10Network, MXGP, Nordisk Film, Optus Sport & Sinclair Broadcasting. Cleeng’s fully SaaS solution is built for scalability, flexibility, robustness and innovation.

Working at Cleeng is rewarding, fun and challenging. We thrive on innovation, are fast growing & generate a profitable business. Come join our team, make a real contribution, and help shape the future of video consumption.

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Your Mission: 

Your main focus will be to manage any client onboarding and offboarding projects, and ensuring proper resolution to any platform-related issues, as well as manage client expectations and coordinate with internal teams on every step of the project.

You will also be responsible for managing any day-to-day client escalations typical to 2nd line of technical support for business partners. 

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Primary responsibilities:

• Setting up and managing documentation relating to client onboarding and offboarding projects
• Ensuring that all of the project steps have been completed
• Tracking project deliverables and timelines with the use of Gantt charts
• Tracking any open issues and client requests that will emerge over the course of the project
• Ensuring proper resolution to any platform-related issues that serve as blockers for the product launch
• Managing expectations and coordinating with Account Manager for any business-related inquiries

Secondary responsibilities:

• Handling any incoming technical support incidents, requests, and changes via ticketing system (Zendesk).
• Identifying, reproducing, troubleshooting and resolving problems using available systems and tools, in accordance with the documented service level agreements, processes, and guidelines.
• Investigating potential workarounds and managing expectations to maintain client satisfaction.
• Following established escalation and notification paths where the problem cannot be resolved through initial troubleshooting.
• Monitoring and managing critical incidents for broadcasters and/or platform outages, using established processes.

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Key qualifications (must-have):

• English: minimum B2 (Upper-Intermediate).
• Good written and verbal communication skills.
• Strong understanding of work processes within a technical environment.
• Strong analytical, troubleshooting, and problem-solving skills with attention to detail.
• Ability to present complex information in a clear, concise manner.
• Ability to multitask, prioritize, and be detail-oriented.
• Ability to take initiative and be proactive.
• Ability to cope under pressure and work within strict deadlines.

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Additional qualifications (nice to have):

• Bachelor’s degree in Computer Science, Computer Technology, and/or any related technical discipline.
• Prior experience in software technical support, software development, or SaaS (software as a service) companies.
• Prior experience working with environments: REST API, SQL, Database Management Tools, PHP, Windows Command Prompt/MacOS Terminal, DevTools (Chrome, Firefox etc.)
• Prior experience in supporting OTT products, E-commerce, and/or Online Video Media
• Proven excellence with client-facing activities — passion for customer satisfaction and the ability to manage customers’ needs and expectations.

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