Remote Support Specialist II - Streaming & TV Apps

PBS; Oregon; Hybrid; USD 29,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Retirement plan (403(b))

Job summary

PBS is seeking a Support Specialist II to deliver Tier 1 and Tier 2 technical and customer support for PBS viewers across PBS streaming platforms. The role also supports PBS Passport memberships and assists local stations and producers with PBS Tools.

You will handle inquiries via phone, chat, and tickets, verify video integrity, and collaborate with the team to resolve issues while communicating feedback for improvements. This is a remote role with PBS values in every interaction.

Qualifications

• High School Diploma, bachelor's preferred.
• 2+ years in customer service or technical support.
• 5+ years using digital video streaming apps and devices.
• Experience with Zendesk or Freshdesk and remote desktop tools.
• Excellent written and verbal communication.
• Proficiency with Microsoft 365 products.

Responsibilities

• Answer support calls, tickets, and live chat during day and evening.
• Provide technical troubleshooting for PBS.org and PBS streaming apps including PBS Passport.
• Verify video integrity and report videos needing review.
• Monitor Freshdesk for new, escalated, or outstanding issues and ensure timely resolution.
• Assist PBS local stations and members with PBS platforms and Passport membership.
• Collaborate with PBS Support team to investigate and resolve technical issues.
• Communicate customer feedback for platform improvements.
• Assist with tracking support issues.

Skills

Customer service

Technical support

Communication skills

Remote desktop tools

Education

High School Diploma

Bachelor's degree preferred

Tools

Zendesk

Freshdesk

Microsoft 365

Job description

PBS is seeking a Support Specialist II to deliver Tier 1 and Tier 2 technical and customer support for PBS viewers across PBS streaming platforms. The role also supports PBS Passport memberships and assists local stations and producers with PBS Tools.

You will handle inquiries via phone, chat, and tickets, verify video integrity, and collaborate with the team to resolve issues while communicating feedback for improvements. This is a remote role with PBS values in every interaction.