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Solutions Engineer, Powr.TV – Streaming Media Group

LOCATION

100% Remote – North America. Bitcentral is based in Newport Beach, CA

SENIORITY LEVEL

Full-time with Benefits

INDUSTRY

Broadcast and Technology

EMPLOYMENT TYPE

Full-Time

DEPARTMENT

Streaming Media

JOB FUNCTIONS

Solutions Engineer, PowrTV is responsible for responding to and resolving clients’ product/technical issues in a timely, efficient, and professional manner. Responsibilities also include documenting all issues, troubleshooting steps, and resolutions.

ESSENTIAL DUTIES & RESPONSIBILITIES:
  • Communicating with clients to ensure that all of their needs are understood and addressed
  • Participate and actively manage the successful onboarding and go live of new customers
  • Building strong client relationships to maintain customers and evangelize new capabilities to customers
  • Attempts to troubleshoot customer issues determine if the issue requires additional product development or changes in customer workflow or process.
  • Collaborating with product management and engineering to ensure that they understand platform bugs and customer feature requirements and requests
  • Resolving complaints and keeping track of all processes that pertain to the client’s desires
  • Acting as the client’s representative in a division to ensure that their demands are met with a focus on improving the customer experience
  • Collecting and analyzing data concerning consumer behavior to understand changing needs
  • Act as a subject matter expert on all aspects of the POWR platform including in-house and client-side analytics.
  • Coordinate data for the end of month customer billing in coordination with finance team
REQUIRED EXPERIENCE & QUALIFICATIONS
  • 3+ Years’ experience in Account Management, Project Management, QA or Software Development
  • Exceptional problem-solving skills to help resolve customer complaints or needs
  • Strong verbal and written communication skills to communicate product ideas to clients
  • Up-to-date understanding of digital video, live streaming, and CTV/mobile applications
  • Excellent customer service and interpersonal skills for dealing with different types of customers and clients
  • Strong analytical skills for analyzing client data
  • Time management and multitasking skills to handle multiple tasks and clients at once
  • Strong organizational skills and attention to details
  • Strong desire to grow knowledge base of digital video, publishing, and streaming media

Extra Credit Experience:

  • Video encoding, transcoding, streaming, and live streaming Experience
  • Knowledge of HTML5 Video, MRSS Feeds, HTML & Javascript
  • Google Ad Manager Experience & Programmatic Ad Experience
  • Experience with Transactional payment gateways
  • Tools familiarity: Atlassian (JIRA, Confluence), Asana, ProductBoard, Hubspot, Netsuite
About Bitcentral
Founded in 2000, Bitcentral is a software company that provides efficient media workflows and customized solutions to maximize the value of video content. Our Core News™ solution is the No. 1 news production platform in the U.S. reaching millions every day. More than 1,000 broadcast operations worldwide rely on Bitcentral’s news production and master control automation software supported by 24/7/365 white glove customer support team. BItCentral customers include CNN, Fox, Hearst, Merideth, Nextar, and Telemundo to name a few. More recently with the launch of FUEL™, we are able to target and deliver personalized content across digital platforms (OTT, web, apps, mobile devices), social media, and syndication partners.
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