Customer Service Representative

Viewer Experience Advocate

Customer Support | Streaming Services | Technical Support

Employment Type:

Full-Time

Schedule:

Must be available for a 24/7 operation, including weekends and holidays.

About the Role

We're looking for a customer-focused and tech-savvy Viewer Experience Advocate to join a fast-paced support team dedicated to delivering exceptional viewer experiences.

In this role, you'll serve as the first point of contact for viewers, assisting with account management, billing inquiries, content-related questions, and technical troubleshooting. You'll combine strong customer service skills with technical knowledge to help viewers enjoy a seamless streaming experience across multiple devices and platforms.

This is an excellent opportunity for individuals who enjoy solving problems, helping customers, and working in an evolving digital environment.

Key Responsibilities

+ Provide support via phone and chat for customer inquiries related to:

+ Account management

+ Billing questions

+ Content availability

+ Website and app navigation

+ General troubleshooting

+ Assist viewers with basic technical issues involving streaming devices and network connectivity.

+ Identify customer needs and recommend relevant products and services.

+ Deliver outstanding customer service while maintaining professionalism and empathy.

+ Accurately document customer interactions and resolutions.

+ Utilize multiple systems and platforms simultaneously to support customers effectively.

+ Adapt to changing business needs and support various products and customer groups.

+ Meet productivity, quality, and performance expectations.

+ Take ownership of customer issues from initial contact through resolution.

Required Qualifications

+ High School Diploma or GED

+ Minimum of 1 year of customer service experience

+ Strong verbal and written communication skills

+ Excellent typing and computer navigation abilities

+ Ability to multitask across multiple applications and systems

+ Strong problem-solving and troubleshooting skills

+ Experience handling customer inquiries via phone, chat, or email

+ Dependable transportation

Preferred Qualifications

+ Call center experience

+ Help desk or Tier 1 technical support experience

+ Customer support experience in a fast-paced environment

+ Familiarity with streaming platforms and digital media services

+ Experience supporting mobile applications, websites, or connected devices

+ Knowledge of common streaming devices and basic network functionality

Technical Skills

+ Microsoft Word

+ Microsoft Excel

+ Google Docs

+ Internet navigation

+ Email platforms

+ Instant messaging tools

+ Windows Operating Systems

+ Basic technical troubleshooting

What We're Looking For

Successful candidates will be:

+ Customer-focused and solution-oriented

+ Comfortable handling high volumes of customer interactions

+ Adaptable and eager to learn new products and technologies

+ Strong communicators with excellent writing skills

+ Detail-oriented with strong documentation abilities

+ Accountable and reliable

+ Able to thrive in a team-oriented environment

+ Passionate about providing exceptional customer experiences

Work Environment

+ Fast-paced customer support environment

+ Support provided through phone and chat channels

+ Multiple products, systems, and customer groups supported

+ 24/7 operation requiring schedule flexibility

+ Must be available to work weekends and holidays as business needs require

Experience Level

Entry Level

Job Type & Location

This is a Contract position based out of San Antonio, TX.

Pay and Benefits

The pay range for this position is $17.75 - $17.75/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:  - Medical, dental & vision
- Critical Illness, Accident, and Hospital  - 401(k) Retirement Plan
- Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)  - Short and long-term disability
- Health Spending Account (HSA)  - Transportation…