Support Specialist

Job Description

POSITION TITLE: Support Specialist (Remote)

DEPARTMENT: Product Development

CORPORATE AREA: PBS Digital

STATUS: Part-time/Regular (Remote Contractor 20 hours/week, 3 Month) OR

Part-time/Regular (Remote Contractor 20 hours/week – through October 31, 2023)

SUPERVISOR: Director, PBS Digital Product Support

Position Overview:

The Support Specialist is responsible for providing Tier 1 technical support via phone and online tickets for PBS viewers on all PBS Digital viewing platforms and assisting PBS local station members with the PBS Passport membership benefit. This team member is fully remote and is a key part of the Digital Support Team, providing a conduit for technical support first-hand feedback from end users.

Key responsibilities will include, but are not limited to:
• Answer daytime and evening support phone calls and online tickets

• Provide customer assistance and high-level troubleshooting for pbs.org, PBS mobile and OTT applications, including for PBS Passport streaming

• Verify video integrity and report videos requiring reviews and updates

• Monitor ticketing system (Freshdesk) for new, escalated or outstanding issues, providing for both timely resolution of issues as well as high degrees of satisfaction

• Offer information and instructions for members interested in donating and using the PBS Passport membership benefit

• Assist PBS local station employees with using PBS platforms to assist their members and provide direct assistance to their members as requested

• Collaborate with other members of the PBS Digital Support team to investigate and resolve technical issues on PBS platforms

• Communicate feedback from customers for suggested improvements to PBS platforms

• Assist the Manager and Director with tracking support issues and trends

• Perform other duties as assigned by the Manager or Director

• Professionally represent PBS values at all times

Preferred:
• 1-2 years basic web application troubleshooting or customer service experience.

• 0-1 years of using digital video streaming apps and devices and services

Requirements for success:
• High School Diploma

• 1+ years customer service or technical support experience

Skills and Abilities Required:
• Technical

• Proficiency in Microsoft Word and Excel

• Familiarity with various OSs, streaming apps, OTT devices, and browsers for viewing media

• Proficiency with Digital Video Apps and devices

• Preferred familiarity with PBS programming and/or products

• Experience with support over Live Chat is a plus

• Interpersonal

• Friendly, caring demeanor at all times

• Excellent written or verbal customer service and communication skills

• Customer Service

• Ability to answer calls and customer tickets in a professional, friendly, and timely manner to maintain viewer satisfaction

• Ability to recognize potentially larger issues and escalate them to Tier 2 or Tier 3 support as appropriate

PBS is an Equal Opportunity Employer in accordance with the EEOC and the Commonwealth of Virginia.

Jobcode: Reference SBJ-r03zo6-18-118-2-15-42 in your application.