Customer Support Specialist
About The Position
EverPass Media is redefining the role of TVs in businesses by blending exclusive top-tier sports and entertainment with unmatched marketing innovation. With a focus on premium content like NFL Sunday Ticket, smart promotions, and seamless partnerships, we offer a cloud-based platform that combines ease of use with advanced functionality and reliability. We're empowering business owners to control their content like never before, ensuring their screens are more than just TVs - they're key to engaging, entertaining, and understanding their customers to help drive business results. We are poised to leverage our strong leadership, innovative technology, and strategic partnerships to become the go-to destination for on-premises entertainment and marketing. Role Overview: We’re looking for a remote Customer Support Specialist who thrives in a fast-paced, customer-first environment and has a passion for technology, streaming, and sports. This role is ideal for someone who is detail-oriented, resourceful, and excited about supporting customers using cutting-edge digital signage and streaming platforms. Flexibility and availability on weekends, evenings, and holidays are essential to provide real-time support during high-impact events.
Requirements
- Bachelor’s degree preferred
- Minimum of 2 years of experience in customer service, technical support, or operations
- Basic understanding of network connectivity, with a strong interest in sports and entertainment
- Self-motivated and able to work independently in a fast-paced environment
- Exceptional attention to detail and strong problem-solving skills
- Clear, patient, and professional communication skills
- Availability 7 days a week, including weekend and evenings, based on live event schedule
- Fluent in spoken and written English, Spanish a plus
- Reliable high-speed internet connection capable of streaming up to 4K on multiple devices simultaneously
Nice To Haves
- Spanish a plus
Responsibilities
- Respond to inbound customer support tickets, guiding issues from initial contact through to resolution
- Troubleshoot a variety of customer concerns, including device installation, streaming and connectivity issues, and registration for streaming events - ensuring a high level of customer satisfaction throughout
- Collaborate with Engineering and Product teams to support continuous improvement of our streaming platform
- Serve as a liaison with outsourced support partners, assisting in escalated conflict resolution and ensuring consistent service quality
Benefits
- Competitive Compensation
- Medical, dental, vision, life, and long-term and short-term disability insurance
- Professional Development Programs
- Access to senior management and mentoring opportunities
- Employee Recognition Program
- Paid Parental Leave
- Mental Health and Recharge Days
- 401k Match
- Pre-tax Transportation
- Employee Assistance Program
- In-person and Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
1-10 employees
