Support Specialist II

PBS

1d • $21 - $24 • Remote

About The Position

The Support Specialist II provides Tier 1 and Tier 2 technical and customer support to PBS viewers across PBS streaming platforms through phone, online tickets, and live chat. The role also supports PBS local stations and their members with the PBS Passport membership benefit, and responds to station and producer requests to troubleshoot PBS Tools. This is a remote position and serves as an important channel for firsthand feedback from end users.

The position is regular, full-time, and nonexempt, within Infrastructure & Operations in PBS Technology. It reports to the Manager, Product Support. The expected starting base pay is $21.00 to $24.00 per hour, with the offered rate dependent on job-related factors. Eligible employees may also receive discretionary bonuses and a benefits package.

Requirements

• High school diploma.
• At least 2 years of relevant customer service or technical support experience.
• At least 5 years of experience using digital video streaming apps and devices.
• Fluency navigating standard help desk software such as Zendesk or Freshdesk and using remote desktop tools to assist users directly.
• Excellent written and verbal customer service and communication skills.
• Technical proficiency with Microsoft 365 products.
• Ability to recognize potentially larger issues and escalate them to the Manager or Senior Director as appropriate.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Answer daytime and evening support phone calls, online tickets, and live chat requests.
• Provide customer assistance and high-level technical troubleshooting for pbs.org and PBS streaming applications, including PBS Passport support.
• Verify video integrity and report videos that require review or updates.
• Monitor Freshdesk for new, escalated, or outstanding issues and work toward timely resolution and high customer satisfaction.
• Provide information and instructions to members interested in donating and using the PBS Passport membership benefit.
• Respond to station and producer tickets by providing access and troubleshooting issues.
• Assist PBS local station employees with PBS platforms and provide direct assistance to their members as requested.
• Collaborate with PBS Support team members to investigate and resolve technical issues on PBS platforms.
• Communicate customer feedback and suggested improvements to PBS platforms.
• Assist with tracking support issues.
• Perform other duties as assigned by the Manager or Senior Director.
• Professionally represent PBS values.

Benefits

• Eligibility for discretionary bonuses.
• Insurance options including medical, dental, vision, hearing, life, accidental death and dismemberment, short-term and long-term disability, and business travel accident insurance.
• Identity protection program.
• Employee assistance program.
• Financial and retirement savings benefits, including the PBS Retirement Plan 403(b).
• Paid time off: 17 days per year.
• Paid sick time: 12 days per year.
• Paid parental leave: 60 days (12 weeks).
• Paid holidays: 12 days per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED