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.

Your primary responsibilities will involve building upon existing frameworks to develop and improve ways of working using automation and self-service tools for business client support. These will include, among other things, an AI chat bot, as well as working with our technical writers to expand upon Help Center and developer documentation.

Secondly, you will be responsible for managing any day-to-day client escalations typically to the 2nd line of technical support for business partners.

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Primary responsibilities:

• Providing technical support for chatbot (Mindsay)
• Troubleshooting and resolving technical issues related to daily operations of the chatbot
• Identifying potential improvements (use cases, API integrations)
• Preparing documentation for technical scopes related to chatbot improvements
• Collecting and analyzing client feedback in terms of content value for potential documentation
• Coordinating with technical writers and managing individual jobs using any established project frameworks

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 understanding and experience with chatbot integration and development.
• Good understanding and experience in practical implementation of APIs.
• Strong inkling for identifying potential process automation within established, non-automated frameworks.
• Strong understanding of work processes within a technical environment.
• Strong analytical, troubleshooting, and problem-solving skills with attention to detail.
• 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.
• Any other experience with customer retention tools in a customer-centric organization, and a good understanding of a cloud-based software environment.

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