Resi Media, LLC, a Pushpay company, is a technology firm specializing in live streaming solutions. They are seeking a Resi Support Technician 1 to provide technical assistance and support to customers, ensuring effective resolution of technical issues and maintaining high customer satisfaction.
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
- Must 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
Skills
- 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
Benefits
- 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
Company Overview
- Resi is a leader in the video delivery space specializing in high quality transmission for web, multisite, and on-demand streaming. It was founded in 2014, and is headquartered in Allen, Texas, USA, with a workforce of 51-200 employees. Its website is https://resi.io/.