Specialist Customer Success

Merck & Co.; Rahway (NJ); On-site; USD 65,000 - 90,000; Full time

Job summary

Merck & Co. in Rahway, NJ seeks a Webcast Customer Support Technician to guide internal customers and Market Teams through webcast preparation, platform setup, readiness checks, live-event monitoring, troubleshooting, and post-event follow-up.

The role may include in-person webcast production support when needed and requires strong customer service, clear communication, and the ability to escalate issues using documented procedures.

Qualifications

• HS Degree required.
• 3+ years in webcasting or virtual events.
• Experience with live event support and post-event follow-up.
• Proficiency in Microsoft Office applications.
• Strong written and verbal communication in English.

Responsibilities

• Provide technical support for remote and hybrid webcasts.
• Coordinate readiness and coverage for events.
• Train Market Team members on building and producing online events.
• Set up, test, and support webcast platforms and materials.
• Monitor live webcasts and troubleshoot issues promptly.
• Escalate issues with documented procedures.
• Travel to other sites as required.

Skills

Webcasting expertise

Customer support

Live event monitoring

Communication skills

Troubleshooting

Project coordination

English proficiency

Education

HS Degree

Tools

Microsoft PowerPoint

Microsoft Teams

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Job Description

Position Summary

The Webcast Customer Support Technician provides customer-focused technical support for virtual and hybrid webcasts. The primary responsibility is to guide internal customers and Market Teams through webcast preparation, platform setup, readiness checks, live-event monitoring, troubleshooting, and post-event follow-up. When business needs, scheduling, location, and technician availability align, the role also provides in-person webcast production support. The technician helps deliver reliable, professional event experiences by communicating clearly, resolving issues promptly, following documented procedures, and escalating risks when appropriate.

Primary Responsibilities: Webcast Customer Support

• Provide technical support for assigned remote and hybrid webcasts throughout pre-production, live production, and post-production.
• Serve as a customer-facing technical contact for assigned events, maintaining clear, courteous, and timely communication.
• Review event requirements, confirm support scope, identify technical risks, and coordinate readiness activities and coverage.
• Guide and train Market Team members and other event owners in building, configuring, and producing online events.
• Set up, test, and support approved webcast platforms, presentation materials, media assets, access links, and event settings.
• Conduct or support technical rehearsals and readiness checks for presenters, moderators, media playback, slides, audio, video, connectivity, and event workflows.
• Monitor live webcasts and respond quickly to customer, presenter, platform, media, audio, video, and connectivity issues.
• Troubleshoot incidents using documented procedures; communicate status and workarounds; elevate issues when additional expertise or vendor support is required.
• Coordinate the receipt, quality review, version control, and distribution of presentation decks and other event materials.
• Complete required event records, checklists, handoffs, and post-event activities in accordance with applicable standard operating procedures and service expectations.
• Support post-production tasks, such as basic recording review, approved edits, replay readiness, and delivery coordination, when assigned.
• Identify recurring issues and improvement opportunities; contribute to knowledge articles, job aids, training materials, and process updates.

Secondary Responsibilities: In-Person Webcast Support

• In-person support is a secondary responsibility and is assigned based on business need, event schedule, location, required skills, and technician availability.
• Assist with on-site setup, testing, operation, and breakdown of webcast production equipment.
• Support event-specific production tasks, which may include camera operation, video playback, switching, microphone setup and monitoring, audio support, teleconference or multi-language feeds, encoding, floor support, and technical directing.
• Coordinate with venue, audiovisual, network, security, facilities, event, and production partners as applicable.
• Perform basic equipment checks and minor troubleshooting; promptly report or elevate equipment, network, safety, or facility concerns.
• Travel to other company sites or approved event locations when required by the position and permitted by local policy.

Required Qualifications

• HS Degree
• Three or more years of relevant experience in webcasting, virtual events, technical customer support, video or audio production, live-event technology, or a related environment.
• Working knowledge of webcast or webinar workflows, including event setup, presenter readiness, live monitoring, troubleshooting, and post-event follow-up.
• Proficiency with Microsoft PowerPoint and working knowledge of Microsoft Teams, Word, Excel, and Outlook.
• Strong customer service, written communication, and verbal communication skills.
• Ability to remain composed, organized, and responsive during live events and other time-sensitive situations.
• Ability to prioritize concurrent assignments, document work accurately, follow established procedures, and work independently with appropriate escalation.
• Ability to collaborate effectively across technical, event, business, and regional teams.
• English required. The role requires effective written and verbal communication with customers, presenters, and technical partners.

Preferred Qualifications

• Hands‑on