Support Technician 1, Resi

About The Role

Resi Media, LLC, a Pushpay company, is a privately held technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations over a standard internet connection. Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry. We are looking for a Resi Support Technician 1 who uses independent judgment in providing information, technical assistance, and support to Resi customers.

Responsibilities

• Deliver prompt and effective support to customers through established support channels (ticketing system, live chat, phone, email), addressing their needs and resolving technical issues both reactively and proactively.
• Maintain clear and accurate communication to ensure their streaming concerns are thoroughly addressed.
• Follow existing processes for new customer onboarding, daily support procedures, and long-term customer success.
• Complete general product training as defined by published documentation.
• Provide frontline support and incident triage.
• Provide timely responses and resolutions to customers via email and phone, frequently communicating with customers about their Resi needs and technical tickets or troubleshooting.
• Must be able to exchange accurate information.
• Collaborate with cross-functional teams in product development, hardware, billing, sales, and other departments to resolve known, and prevent future, issues (proactive).
• Write detailed bug reports for customer reported bugs.
• Dedication to continuous learning within the streaming and AV space in order to maintain a high level of support quality.
• Proactively identify patterns in support issues and escalate trends to Support Leadership for further investigation and resolution.

Requirements

• 1 year support experience with an online customer facing service product
• 1 year experience with professional audio and video equipment, and AV production system design
• Working knowledge of IT, networking, computer hardware and software concepts as they relate specifically to streaming and AV production infrastructure.
• Ability to work in dynamic and constantly evolving environments.
• Must possess excellent interpersonal skills with the ability to effectively de-escalate challenging customer interactions while maintaining a calm and professional demeanor.
• Ability to work a flexible schedule including weekends, evenings, and holidays.
• Bilingual / Spanish Fluency preferred to support our international customers.

Qualifications

• High school diploma or equivalent
• Valid driver’s license and reliable transportation (if applicable)

Skills

• Excellent written and verbal communication skills
• Strong problem-solving and troubleshooting abilities
• Ability to work independently and as part of a team
• Basic understanding of IT, networking, computer hardware and software concepts as they relate specifically to streaming and AV production infrastructure

Benefits And Compensation

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model - 3 days in the office / 2 days remote each week
• 12 paid Company Holidays
• 2 paid Volunteer Time Off days
• 15 days PTO, to start, increases with tenure and seniority.
• Paid parental and adoption leave
• Compensation Range: $23.21/hr. - $25.22/hr., depending on location.

Pay

Compensation Range: $23.21/hr. - $25.22/hr., depending on location.

Schedule

Hybrid work model - 3 days in the office / 2 days remote each week

Application Instructions

Applications will be taken on an ongoing basis.