Support Specialist II

About the role

The Support Specialist II provides Tier 1 and Tier 2 technical and customer support via phone, online tickets, and live chat for PBS viewers across all PBS streaming platforms. The role also assists PBS local stations and their members with the PBS Passport membership benefit and resolves station and producer requests to troubleshoot PBS Tools. This is a remote, full‑time, non‑exempt position reporting to the Manager, Product Support within the Infrastructure & Operations department.

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 requiring reviews and updates
• Monitor the ticketing system (Freshdesk) for new, escalated, or outstanding issues, ensuring timely resolution and high customer satisfaction
• Offer information and instructions to members interested in donating and using the PBS Passport membership benefit
• Respond to station/producer tickets to provide access and troubleshoot issues
• 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 Support team to investigate and resolve technical issues on PBS platforms
• Communicate feedback from customers for 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 at all times

Requirements

• High School Diploma; bachelor’s degree preferred
• 2+ years relevant customer service or technical support experience
• 5+ years of using digital video streaming apps and devices
• Fluency in navigating standard help desk software (e.g., Zendesk, Freshdesk) and utilizing remote desktop tools to directly assist users
• Excellent written and verbal customer service and communication skills
• Technical proficiency in Microsoft 365 products
• Ability to recognize potentially larger issues and escalate them to the Manager or Senior Director as appropriate

Pay

The base pay range for this position at the beginning of employment is expected to be between $21.00/hour and $24.00/hour. Actual base pay may vary depending on job‑related knowledge, skills, and experience.

Benefits

• Eligibility for discretionary bonuses
• Insurance options: 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