Remote Support Specialist II - Streaming & Passport Expert

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

Benefits offered by this job

Health insurance

Paid time off

Paid parental leave

PBS Retirement Plan 403(b)

Job summary

PBS, Inc. is seeking a Support Specialist II to provide Tier 1 and Tier 2 technical and customer support for PBS viewer on PBS streaming platforms.

The role includes helping PBS Passport members and assisting local stations with PBS Tools, working remotely with a focus on customer satisfaction. The ideal candidate has 2+ years in customer or technical support, 5+ years using streaming apps, and strong skills with Zendesk/Freshdesk and Microsoft 365.

Qualifications

• 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.
• Excellent written and verbal customer service and communication skills.
• Technical proficiency in Microsoft 365 products.

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, ensuring timely resolution and high satisfaction.
• Assist PBS local station employees with using PBS platforms and provide direct member support as requested.
• Collaborate with PBS Support team to investigate and resolve technical issues on PBS platforms.
• Communicate feedback from customers for improvements to PBS platforms.
• Assist with tracking support issues.

Skills

Customer service

Technical support

Microsoft 365

Verbal and written communication

Remote desktop

Education

High School Diploma

Bachelor’s degree preferred

Tools

Zendesk

Freshdesk

Job description

PBS, Inc. is seeking a Support Specialist II to provide Tier 1 and Tier 2 technical and customer support for PBS viewer on PBS streaming platforms.

The role includes helping PBS Passport members and assisting local stations with PBS Tools, working remotely with a focus on customer satisfaction. The ideal candidate has 2+ years in customer or technical support, 5+ years using streaming apps, and strong skills with Zendesk/Freshdesk and Microsoft 365.