Frontline Technical Support for a Digital Steaming Company
This position is no longer accepting applications(closed Aug 28, 2026).
Is This YOU? Then We Want to Meet You!
Are you a sharp, empathetic customer support professional who thrives in fast-paced digital environments? We are looking for a proactive Frontline Technical Support Agent to help manage a major user migration for a sports streaming, social media, and video-on-demand platform. If you excel at rapid ticket triage, precise document verification, and delivering top-tier customer care during high-volume periods, we want to hear from you!- Schedule: US hours (the campaign's operation is 24/7)
- Work Type: Full-Time
Requirements
- Proven experience in high-volume email/helpdesk customer support (SaaS, digital streaming, or subscription-based platforms preferred).
- High-level written English proficiency with a clear, professional, and empathetic tone.
- Proficiency with Help Scout (or similar helpdesk ticketing systems) and Slack for internal team collaboration.
- Strong core competencies in analyzing receipt images and proof-of-purchase documents quickly and accurately.
- Ability to perform basic tier-1 account troubleshooting (login, password, access issues, and promo/coupon code redemption).
- Skill in applying consistent ticket tagging and categorization for analytical reporting and identifying system bugs.
- Nice to Have: Background in sports media, live streaming, or creator-economy platform support.
- Nice to Have: Experience working in agile environments with daily tech-triage standups.
What you'll do
- Field and resolve high volumes of email/helpdesk tickets originating from a major platform migration and user onboarding process.
- Manually review, verify, and process user receipts/proof-of-purchase documents to issue subscription onboarding codes.
- Guide existing subscribers through setting up annual and monthly subscription payment profiles.
- Handle tier-1 troubleshooting inquiries regarding live stream access, video streaming quality, login/password issues, and creator/fan account management.
- Identify, categorize, and tag incoming tickets daily to highlight recurring system errors and automation opportunities for internal delivery/engineering teams.
- Proactively collaborate with internal tech teams to resolve recurring issues and streamline user onboarding.
- Maintain a client-specific brand voice and high-touch "surprise and delight" customer service standards.
Success looks like
- Rapid Ticket Resolution: Maintaining high efficiency and accurate triage during initial high-volume surge periods without sacrificing quality.
- Precise Verification: Zero-error processing of receipt verifications and onboarding code issuances.
- Proactive Problem Solving: Consistently tagging and flagging recurring system errors to help engineering automate fixes.
- Customer Retention & Satisfaction: Achieving high CSAT scores by delivering clear, empathetic support during migration and ongoing platform management.