Customer Service and Technical Support

• This is an in-office position.
• Perform quality assurance checks on scheduled broadcast events.
• Required to participate in on-going training programs.
• Work with other operations staff and other departments to provide operational assistance, diagnose problems, and avoid discrepancies.
• Maintain client, vendor and partnership relationships.
• Escalating requests for Dish service calls to dispatch technician for follow on issues unable to be resolved remotely
• Authorizing services requested by customers to fulfill their simulcasting requirements
• Use proprietary software to operate, monitor, and maintain a daily schedule of live streaming video feeds.
• Provide and troubleshoot kiosk and printer services.
• Use Windows based encoding software to create digital archives of each daily simulcast.
• Analyze high volumes of archived video to ensure quality standards are met.
• Analyze and troubleshoot web-based video streaming on PC, Mac, and mobile devices.
• Work closely and efficiently with other technicians and departments.
• Provide technical assistance to ensure smooth streaming experiences for users, addressing issues promptly and efficiently.
• Respond to incoming customer inquiries via phone calls and emails.
• Track customer issues and resolutions.
• Escalate critical issues to Tier 2 Technicians for further resolution.
• Maintain departmental documentation and prepare shift reports as necessary.

Job Related Experience

• Microsoft Office suite of products and desktop operating system knowledge.
• Must be available to work various schedules, including weekends, holidays and evenings/overnights.
• Ability to obtain necessary gaming registration / license(s) needed for employment with RCN.
• Must have a sense of urgency, organizational skills, self-motivation and be very reliable.
• Computer literacy is essential to this position.
• Must be self-motivated, well organized and be able to explain details clearly and concisely both verbally and in writing
• One year of Customer Service or Technical Support experience in a network operations center
• Ability to multi-task and problem solve in a fast-paced environment.
• Strong attention to detail.
• High School Diploma
• Exceptional verbal, written, and analytical abilities.
• Capacity to thrive in high-pressure settings, adept at prioritizing tasks.
• Proficiency in Microsoft Office applications and desktop operating systems.
• Ability to secure requisite licenses for employment with RCN.
• Availability for all shifts, including early mornings, nights, weekends, and holidays.
• Eligibility to work legally in the United States.
• As this role is based out of our Henderson, NV office, candidates must be able to relocate or commute to the Las Vegas, NV metropolitan area