Remote Streaming Support Specialist II

PBS; United States; Remote; USD 29,000 - 33,000; Full time

Benefits offered by this job

Discretionary bonuses

Medical/Dental/Vision Insurance

Paid time off

Job summary

PBS is seeking a Support Specialist II to provide Tier 1 and Tier 2 support for PBS viewers across streaming platforms, including PBS Passport. You will handle calls, tickets, and live chat, assist stations, and troubleshoot PBS Tools while surfacing user feedback.

The role is remote, requires 2+ years in customer support, strong help desk and Microsoft 365 skills, and offers comprehensive benefits and an annual window to apply before close on 10/29/2026.

Qualifications

• High School Diploma; bachelor’s preferred
• 2+ years relevant customer service or technical support experience
• 5+ years of using digital video streaming apps and devices
• Fluency in navigating standard help desk software (e.g., Zendesk, Freshdesk) and utilizing remote desktop tools to directly assist users.
• Excellent written and verbal customer service and communication skills
• Technical Proficiency in Microsoft 365 products
• Ability to recognize potentially larger issues and escalate them as appropriate

Responsibilities

• Answer daytime and evening support phone calls, online tickets, and live chat requests
• Provide customer assistance and high-level technical troubleshooting for pbs.org and PBS streaming applications, including PBS Passport support
• Verify video integrity and report videos requiring reviews and updates
• Monitor Freshdesk for new, escalated or outstanding issues and ensure timely resolution
• Offer information and instructions to members about donating and PBS Passport
• Respond to station/producer tickets to provide access and troubleshoot issues
• Assist local station employees with PBS platforms to help their members
• Collaborate with PBS Support team to resolve technical issues
• Communicate customer feedback for improvements to PBS platforms
• Assist with tracking support issues
• Perform other duties as assigned by Manager or Senior Director
• Represent PBS values professionally

Skills

Phone support

Customer service

Technical troubleshooting

Remote work

Education

High School Diploma

Bachelor's degree preferred

Tools

Freshdesk

Zendesk

Microsoft 365

Job description

PBS is seeking a Support Specialist II to provide Tier 1 and Tier 2 support for PBS viewers across streaming platforms, including PBS Passport. You will handle calls, tickets, and live chat, assist stations, and troubleshoot PBS Tools while surfacing user feedback.

The role is remote, requires 2+ years in customer support, strong help desk and Microsoft 365 skills, and offers comprehensive benefits and an annual window to apply before close on 10/29/2026.