Job Description

Do you love helping video producers with technical solutions? You have a strong background in media production and live-streaming? Then you are positioned to take it to the next level at Lightcast.com – the pioneer in OTT and multi-platform distribution.

Lightcast.com is a multi-platform Online Video Platform (OVP), allowing media producers of all verticals, including sports, news, entertainment, vlogs, education, and not-for-profit, to upload, manage and distribute live-streams & on-demand media to all major app stores and streaming platforms, including Roku, FireTV, AppleTV, SmartTVs, AndroidTV, Mobile Apps, Websites, Social Media, Podcasts and beyond.

Having been one of the fastest growing companies in the United States, a Streaming Media "Top 50 Streaming Company" for multiple years in a row, named "Best Content Management System" by the American Business Awards, and winner of numerous Stevies, Tellies, Davies and other Awards, we are recognized as one of the leading and most influential companies in the online video space. And we happen to be located in beautiful Charlotte, NC.

Our company holds true to values - with a strong emphasis on giving back to charities and non-profits which truly sets us apart from the competition and is how we engage with our co-workers and the marketplace.

If you love supporting media producers and publishers via email, ticket and phone, if you enjoy speaking with customers and assisting them with their questions, issues and challenges to get the most out of their streaming services with Lightcast.com, and if you have experience with media production and live-encoders as employee or volunteer in a church or media production company, email us your resume today!

Part of your exciting responsibilities will be to ensure producers and publishers are onboarded and their questions are answered in a timely manner. This position will work closely with Sales, Account Management, Tech Support and Development Teams in Europe and the US and follows a success protocol to make sure that customer inquiries are being communicated and executed in time.

Top Reasons to Join Lightcast.com

Paid Training (Media Cloud, Encoder Configuration, CRM, Video Formats, etc.)
5% Salary Increase each calendar year
Health Care Coverage with health, dental, vision, life
Retirement plan with company match
20 Days of Paid Time Off
Additional PTO day earned each year
Additional UTO as your lifestyle and priorities require
Opportunities for promotions and growth
Fun Family Friendly Team environment

Responsibilities (Training will be provided!)

Respond & resolve customer inquiries via email, calls and ticket system in a timely and efficient manner by working with various departments across the organization to advocate for the customer and work together to resolve any requests
Provide training and ongoing support through emails, tickets, calls and webinars
Performing Live Streaming tests with customers
Account Training Calls and Encoder Configuration Calls with (new) customers
Onboarding of new accounts and ensure successful implementation
Identify growth opportunities within existing accounts and help customers leverage the product for business success
Go the extra mile to engage customers on our platform
Educate customers about Lightcast.com products, new features and releases both over the phone and email/ticket
Identify renewal risk and collaborate with internal teams to clear/alleviate blockers
Update Company CRM and work with our Customer Success teams to ensure data quality and the usage of the platform as a toolset
Occasional on-call after-hours work may be required as needed by the customer
Weekend shifts required (rotation)

Qualifications:

A minimum of one or more years of experience in the media department of a Church, or a media production company, or preferably experience in a Customer Support/Tech Support Role in a SaaS company
Previous startup or tech company experience a plus
Experience with live-streaming encoders a plus
Outstanding problem solving skills, taking a consultative approach to find the best solution
Strong customer-centric mindset with a passion to help customers
Strong relationship management (tailoring for the different stakeholders)
Solid organizational skills (project management, milestone completion)
Candidate must possess excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users.
Willingness to learn and adapt to new technologies and systems easily

To perform the job successfully, an individual should demonstrate the following competencies:

‪‪Problem Solving - Identify and resolve problems in a timely manner; Gather and analyze information skillfully; Develop alternative solutions; Work well in group problem solving situations.
Technical Skills - Assess own strengths and weaknesses; Pursue training and development opportunities; Strive to continuously build knowledge and skills; Share expertise with others.
Customer Support - Respond promptly to customer needs; Meet commitments; Display pleasant and friendly demeanor; Handle situations with the best interest of the customer and the company in mind; Go beyond the call of duty to provide exceptional service.
‪‪Interpersonal Skills - Maintain confidentiality; Listen to others and remain open to others' ideas and willing to try new ideas.
Teamwork - Contribute to building a positive team spirit; Put success of team above own interests; Able to build morale and group commitments to goals and objectives.

Please email resume with complete job history for consideration and reference the job title.

Only candidates with residence within the Charlotte area will be considered.

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits: