SaaS Support Specialist at 3Play Media

| Washington DC
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About the Job

We’re looking for a motivated individual to help us ensure an exceptional product experience for our customers. Customer happiness is the driving force of our success and takes a lot of thought, care, patience, persistence, and knowledge.

You will interact directly with customers through our ticket management system to identify solutions to their problems, inform our product roadmap, and assist with scaling our Support operations for substantial growth. You will work closely with all of our departments, especially the development team, our account managers, and our sales staff.

The ideal candidate will be an excellent communicator and problem solver. You will be working in a fast-paced environment and expected to change hats frequently. We hope you will be eager to learn about our complex and ever-changing product offerings. If you like getting to the root of a technical problem, this will be the right job for you.

Duties and Responsibilities
  • Provide the first line of support via multiple channels (email, phone, etc.)
  • Track, document, and monitor issues reported/feature requests to ensure timely resolution; escalate appropriately to internal teams (e.g. Product, Development, Operations)
  • Effectively interact with customers to troubleshoot technical product issues, clearly communicate complex technical topics to technical and non-technical audiences
  • Ensure customer needs are top priority and appropriately escalated when applicable
  • Become an expert in our product and services and be comfortable supporting customers through it
  • Contribute to the development of our products and services by reporting and qualifying identified bugs
  • Represent the voice of customers (VOC) to provide feedback to internal teams helping to improve overall experience and product 
  • Exceed individual and team performance metrics, desired quality of service, and customer contractual requirements 
  • Other duties as assigned
Position Requirements
  • Bachelor’s degree and 1-2 years technical/customer support experience
  • Service-oriented and customer-focused attitude
  • Experience working through challenging technical issues, strong problem-solving skills, including the ability to dig into application code
  • Knowledge of online video platforms, live streaming video, video encoders, web plugins, and/or captioning technology preferred
  • A strong degree of technical proficiency with online tools and systems; familiarity with Google Suite, JIRA, Trello, Ticket management systems (Zendesk, Hubspot) are a plus!
  • Programming experience/knowledge of (Ruby and/or JavaScript) and basic HTML
  • Ability to pick up new technologies quickly and self-starter mentality
  • Enthusiasm for helping people solve their technology-related problems
  • Strong time management, decision-making skills, and exceptional attention-to-detail
  • Professional written, interpersonal, and strong phone skills are essential when communicating with internal and external stakeholders
  • Participate in on-call rotations (some holidays as assigned) to respond to urgent issues when they arise; exhibit general flexibility to shift changes
About the Company

3Play Media is a rapidly growing, profitable technology company with a startup culture making a huge impact on the way people consume online media. We provide premium captioning, transcription, audio description, and translation solutions to over 5,000 higher ed, enterprise, media, and government customers. Our goal is to simplify the workflow through flexible APIs, a secure online account system, and integrations with a multitude of players, platforms, and lecture capture systems. We got our start in 2008 out of MIT Sloan and we are based in Boston, MA.

Work Environment

We have an awesome work environment! Our team is hard-working, laid back, and fun. We prioritize the ability for our employees to do their work quickly and efficiently without getting stuck in office politics and wasteful meetings. The team is dedicated to building a successful company. We have a spacious office with lots of natural light located in the North End. The work we do is fun, interesting, and gratifying. Your work will have a direct impact on our company’s success.


3Play Media is located in Boston, MA –  North Washington St on the Green & Orange line and near North Station. We are in the heart of Boston’s thriving North End District. We are located near some of the best restaurants and surrounded by Boston’s buzzing tech scene. 

  • Professional growth and development opportunities
  • Competitive compensation 
  • Medical, Dental, and Vision benefits
  • 401K matching program
  • Paid vacation, birthday, volunteer days, and sick leave
  • Disability and life insurance 
  • Charitable contribution matching program 
  • Transportation subsidy 
  • Company-sponsored social events
  • Snacks and beverages provided
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • CanvaDesign
    • MiroDesign
    • PhotoshopDesign
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • DocuSignCRM
    • HubSpotCRM
    • MarketoCRM
    • MarketoLead Gen
    • ZoomInfoLead Gen

An Insider's view of 3Play Media

What’s the vibe like in the office?

I love that I'm constantly learning and being challenged. No matter what, I love how my ideas are valued and heard – at 3Play, you really feel like you're part of the company & you can directly see how your efforts are leading to the company's success.


Marketing Programs Manager

What's the biggest problem your team is solving?

What my team is trying to solve isn't necessarily a problem... the company keeps on growing, and we're just trying to keep up!


Office Manager

How has your career grown since starting at the company?

My experience at 3Play has been a whirlwind – I was hired for content production in 2014, and now I'm the VP of Marketing! I currently manage our marketing team, strategy, & operations.

My background is a testament to how the company feels about promoting internally, and I'm grateful I was given the chance to prove I could make an impact.


Vice President of Marketing

What is your vision for the company?

We're at the forefront of making video the ultimate tool for learning, communication, and entertainment. One day, nearly every video will be accessible.

This presents exciting (and daunting) operational challenges, which we're taking on full steam ahead to be the unequivocal leader in the space.


Co-Founder, Chief Revenue Officer

How do you collaborate with other teams in the company?

The culture is generally quite open, and people are very friendly – they're just a ping away, always ready to help!

We also have an event called "3Play Palooza," that encourages company collaboration across teams to collectively understand & tackle various challenges we face.


Senior Software Engineer

What are 3Play Media Perks + Benefits

3Play Media Benefits Overview

At 3Play Media we know that a company is only as good as its people, which is why we want ours to have everything they need to feel great. We offer comprehensive health insurance benefits.

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have lots of mini committees like Social Committee, Accessibility Committee, D&I Committee & 3Play Palooza Committee - each of which organizes events at 3Play focused on our mission and values.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave. For employees with the company 6 months or more, the first 6 weeks are paid at 100% of base salary.
Flexible Work Schedule
We provide employees with a flexible work schedule that includes flexible start and end times as well as during the day.
Remote Work Program
Our remote work program includes work from home during the COVID pandemic and at all other times work remotely on occasion as needed.
Family Medical Leave
Company sponsored family events
We have an annual summer outing for our employees and their families.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks
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