Resi Support Technician 1

Resi Media, LLC is a technology company specializing in ultra-reliable live streaming solutions. They are seeking a Resi Support Technician 1 who will provide technical assistance and support to customers, troubleshoot system issues, and ensure 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