Support Specialist II (Fully Remote)

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

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Retirement plan

Paid time off

Paid parental leave

Job summary

PBS is seeking a proactive Customer Support Specialist to answer daytime and evening calls, tickets, and live chat requests from viewers and station staff. You will troubleshoot PBS.org, PBS streaming apps, and PBS Passport membership benefits with clear, user-friendly guidance.

In this role you will monitor Freshdesk queues, coordinate with the PBS Support team to resolve issues, and help track feedback to improve service.

Qualifications

• 2+ years in customer service or technical support.
• Fluency with digital video streaming apps.
• Experience with help desk software such as Zendesk or Freshdesk and Microsoft 365.

Responsibilities

• Answer daytime and evening support calls, tickets, and live chat requests for viewers and station staff.
• Provide high-level troubleshooting for pbs.org, PBS streaming apps, and PBS Passport membership benefits.
• Monitor Freshdesk for new, escalated, or outstanding issues and ensure timely resolution.
• Collaborate with the PBS Support team to investigate and resolve technical issues and track feedback.

Skills

Customer service

Technical support

Streaming apps

Tools

Zendesk

Freshdesk

Microsoft 365

Job description

• Answer daytime and evening support calls, tickets, and live chat requests for viewers and station staff.
• Provide high-level troubleshooting for pbs.org, PBS streaming apps, and PBS Passport membership benefits.

Platform Assistance:

• Monitor Freshdesk for new, escalated, or outstanding issues and ensure timely resolution.
• Collaborate with the PBS Support team to investigate and resolve technical issues and track feedback.

Requirements:

• 2+ years of customer service or technical support experience and fluency with digital video streaming apps.
• Proficiency in help desk software such as Zendesk or Freshdesk and Microsoft 365 products.
• Hourly pay range of $21.00 to $24.00, plus eligibility for discretionary bonuses.
• Comprehensive benefits including medical, dental, vision, retirement savings, paid time off, sick leave, and paid parental leave.

PBS is a membership organization that, in partnership with its member stations, serves the American public with programming and services of the highest quality. PBS empowers individuals to achieve their potential and strengthen the social, democratic, and cultural health of the U.S.