Specialist Customer Success

Job Description

Position Summary

The Webcast Customer Support Technician provides customer-focused technical support for virtual and hybrid webcasts. The primary responsibility is to guide internal customers and Market Teams through webcast preparation, platform setup, readiness checks, live-event monitoring, troubleshooting, and post-event follow-up. When business needs, scheduling, location, and technician availability align, the role also provides in-person webcast production support. The technician helps deliver reliable, professional event experiences by communicating clearly, resolving issues promptly, following documented procedures, and escalating risks when appropriate.

Primary Responsibilities: Webcast Customer Support

• Provide technical support for assigned remote and hybrid webcasts throughout pre-production, live production, and post-production.
• Serve as a customer-facing technical contact for assigned events, maintaining clear, courteous, and timely communication.
• Review event requirements, confirm support scope, identify technical risks, and coordinate readiness activities and coverage.
• Guide and train Market Team members and other event owners in building, configuring, and producing online events.
• Set up, test, and support approved webcast platforms, presentation materials, media assets, access links, and event settings.
• Conduct or support technical rehearsals and readiness checks for presenters, moderators, media playback, slides, audio, video, connectivity, and event workflows.
• Monitor live webcasts and respond quickly to customer, presenter, platform, media, audio, video, and connectivity issues.
• Troubleshoot incidents using documented procedures; communicate status and workarounds; escalate issues when additional expertise or vendor support is required.
• Coordinate the receipt, quality review, version control, and distribution of presentation decks and other event materials.
• Complete required event records, checklists, handoffs, and post-event activities in accordance with applicable standard operating procedures and service expectations.
• Support post-production tasks, such as basic recording review, approved edits, replay readiness, and delivery coordination, when assigned.
• Identify recurring issues and improvement opportunities; contribute to knowledge articles, job aids, training materials, and process updates.

Secondary Responsibilities: In-Person Webcast Support

• In-person support is a secondary responsibility and is assigned based on business need, event schedule, location, required skills, and technician availability.
• Assist with on-site setup, testing, operation, and breakdown of webcast production equipment.
• Support event-specific production tasks, which may include camera operation, video playback, switching, microphone setup and monitoring, audio support, teleconference or multi-language feeds, encoding, floor support, and technical directing.
• Coordinate with venue, audiovisual, network, security, facilities, event, and production partners as applicable.
• Perform basic equipment checks and minor troubleshooting; promptly report or escalate equipment, network, safety, or facility concerns.
• Travel to other company sites or approved event locations when required by the position and permitted by local policy.

Required Qualifications

• HS Degree
• Three or more years of relevant experience in webcasting, virtual events, technical customer support, video or audio production, live-event technology, or a related environment.
• Working knowledge of webcast or webinar workflows, including event setup, presenter readiness, live monitoring, troubleshooting, and post-event follow-up.
• Proficiency with Microsoft PowerPoint and working knowledge of Microsoft Teams, Word, Excel, and Outlook.
• Strong customer service, written communication, and verbal communication skills.
• Ability to remain composed, organized, and responsive during live events and other time-sensitive situations.
• Ability to prioritize concurrent assignments, document work accurately, follow established procedures, and work independently with appropriate escalation.
• Ability to collaborate effectively across technical, event, business, and regional teams.
• English required. The role requires effective written and verbal communication with customers, presenters, and technical partners.

Preferred Qualifications

• Hands-on experience with enterprise webcasting platforms, virtual-event platforms, streaming workflows, or live-production systems.
• Experience supporting remote presenters, hybrid events, medical education programs, or global audiences.
• Working knowledge of video production, audio systems, microphones, switching, encoding, media playback, and basic signal flow.
• Experience creating technical documentation, customer guidance, training materials, or knowledge articles.
• Additional language proficiency relevant to the supported customer population.

Work Schedule and Environment.

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