Support Specialist II; Fully Remote

• Answer daytime and evening support calls, tickets, and live chat requests for viewers and station staff.
• Provide high-level troubleshooting for pbs.org, PBS streaming apps, and PBS Passport membership benefits.

Platform Assistance:

• Monitor Freshdesk for new, escalated, or outstanding issues and ensure timely resolution.
• Collaborate with the PBS Support team to investigate and resolve technical issues and track feedback.

Requirements:

• 2+ years of customer service or technical support experience and fluency with digital video streaming apps.
• Proficiency in help desk software such as Zendesk or Freshdesk and Microsoft 365 products.
• Hourly pay range of $21.00 to $24.00, plus eligibility for discretionary bonuses.
• Comprehensive benefits including medical, dental, vision, retirement savings, paid time off, sick leave, and paid parental leave.

PBS is a membership organization that, in partnership with its member stations, serves the American public with programming and services of the highest quality. PBS empowers individuals to achieve their potential and strengthen the social, democratic, and cultural health of the U.S.