Job Summary
FreeWheel Global Support is the service delivery leader in the advertising management industry for premium video. Support Engineers help customers drive success in the new TV ecosystem. The team’s contribution is white glove service and our product is knowledgeable, empowered customers who champion the FreeWheel brand.Job Description
Excellent customer experience is delivered through problem solving, customer education and continuous service improvement in a changing and time-sensitive environment. The team supports premium video advertising delivery across TV, mobile, set top box, and web platforms for clients across the globe as part of a 'follow-the-sun' global support model. To do so, Support Engineers must communicate with clients possessing a variety of skill levels.
Support Engineers are thorough, deconstructing complex problems and building comprehensive solutions.
Using customer requirements, the team develops use cases for engineering improvements, contributes to product documentation, and continuously improves support processes to provide best-in-class service.
For the right candidate, this position will allow for tremendous growth and the opportunity to deliver enterprise-level customer value to industry leaders in the TV ecosystem. Some travel may be needed.
Grow into a Subject Matter Expert in market-leading technologies
Advocate for customer success throughout the organization
Enable customers to succeed on the FreeWheel platform
About You:
You will be working in a diverse, collaborative direct team that values good team players with strong interpersonal skills, enthusiasm, and a good sense of humour. The ideal candidate will be able to work comfortably with stakeholders throughout the organization and at all levels and therefore will have an adaptive communication style in order to work with clients possessing a variety of skill levels. The organization values the ability to quickly adapt and learn new technology.
Requirements:
A Bachelor's Degree or equivalent expertise
3-5 years professional experience in a client-facing environment
Ability to prioritize work and manage deadlines effectively
Proactive and self-driven, taking initiative to solve problems
The following are not requirements but would be advantageous:
Demonstrable experience learning technical tools (such as SQL and Excel) to solve complex problems
Knowledge of the premium video or video advertising industry
Our team of energetic, creative thinkers is searching for its newest members. Great people who enjoy good work, impressive challenges, and the chance to embody FreeWheel’s tenets:
Be Kind - You come first. Take care of yourself, your families, and your teammates
Assume Positive Intent - We are all in this together
Get Sh*t Done
About FreeWheel:
FreeWheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we’re making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements around the world.
Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team - make big things happen by working together and being open to new ideas.
Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
Drive results and growth.
Support a culture of inclusion in how you work and lead.
Do what's right for each other, our customers, investors and our communities.
Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.
Please visit the benefits summary on our careers site for more details.
Education
Bachelor's DegreeWhile possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.Certifications (if applicable)
Relevant Work Experience
2-5 YearsComcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.