Customer Experience Representative at Wowza Media Systems

| Greater Denver Area
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Wowza Media System is seeking a Customer Experience Representative to be the primary point of contact for the bulk of our customers’ non-technical support related inquiries. This is an exciting opportunity for someone passionate about helping customers and who will thrive inside a fast-paced environment, creating compelling and competitive products with worldwide impact.

What you will be doing:

The successful candidate will join a team of experienced Customer Experience Specialists. This position will be responsible for providing customer support in a timely manner for Wowza Media Systems’ diverse customer base, via our ticketing system, email, and incoming calls. Candidate will be expected to process order cancellations, apply payments, respond to invoice inquiries, conduct basic account and login changes, as well as account reactivations, and escalating complex tickets to the appropriate party.

Experience we’d like you to have:

The ideal candidate will have call center and/or email customer service experience, as well as the ability to navigate in multiple systems at once, while sorting through and triaging a large volume of incoming inquiries, or ‘tickets’.

  • 2-4+ years experience customer service/billing experience.
  • Subscription based billing experience is a plus.
  • Experience in providing external customer support in a service desk environment and working within a formal ticketing system; Zendesk a plus
  • Ensuring all inbound issues are triaged and responding to within agreed upon acceptable time-frames
  • Ability to work with high-volume, somewhat repetitive tasks
  • Prioritization skills and attention to detail a must; ability to work on multiple projects in downtime
  • Curiosity and desire to learn complex systems and processes a must
  • Desired experience working within Zuora, and/or Salesforce
  • Ability to work independently, with the support of, and accountability to a team
  • Excellent English verbal, written, organizational and interpersonal skills; other languages a plus
  • College Degree preferred

What we love about working for Wowza

  • Million Dollar Views of the Mountains, Denver Metro, and Live Buffalo!
  • Strong benefits package including Health, Dental, Life & Disability Insurance, PTO and 401k match
  • An appetizing kitchen stocked with food and drinks…. dog treats too!
  • The ability to work with amazing clients and partners such as ESPN, Walt Disney, Facebook, US Air Force, and Amazon
  • Gym Discounts to satisfy that urge to move
  • Spacious office with state of the art equipment

This is a great opportunity to join an innovative, successful industry leader that is passionate about our customers and has a track record of delivering results.

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Technology we use

  • Engineering
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ElixirLanguages
    • jQueryLibraries
    • ReactLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • WordpressCMS
    • ExpressionEngineCMS
    • AnswerHubCMS
    • HubSpotCRM
    • SalesforceCRM
    • SurveyMonkey Email

Location

We are located off the Genesee Park exit of I70, where the deer, elk and the buffalo herd roam.

An Insider's view of Wowza Media Systems

What are some social events your company does?

Wowza does some awesome events; we go to Rockies games and participate in an event where we brew our own beer and then we compete with other start ups. We also have team happy hours, we celebrate each other's anniversaries at the company and birthdays. We do that once monthly and bring snacks, cakes and all sorts of great stuff and internally.

Christian Sharkey

Recruiter & HR Specialist

How do you collaborate with other teams in the company?

As Community Manager, it’s critical I communicate daily with several other teams to provide feedback from our customers. Several times a day, I will slack or have zoom video chats to share information and ideas with members from other Wowza teams like engineering, billing or sales to get answers I need for our Wowza customers around the globe.

Rose Power

Developer Community Manager

What unique initiatives do you have that encourage innovation?

We have an ability or environment where we generate a lot of ideas and very few of those ideas actually work. I believe you have to fail enough times to understand how to succeed.

Matt Rossi

Sr. Director Business Operations

What are some things you learned at the company?

I learn something new every day at Wowza. The creativity of our clients enables us to develop end-to-end solutions in innovative ways. We harness their vision by delivering superior service and unmatched technology. Empowering my customers’ commercial opportunities is the most rewarding aspect of my role.

Kristen Calton

Account Executive

What are Wowza Media Systems Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Friday and tons of snack and drinks.
Happy Hours
Parking
Free parking!
Pet Friendly
Wowza's pet policy is dog friendly daily.
Fitness Subsidies
Take advantage of the discounted gym rate at Genesee Mountain Fitness
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
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