Support Specialist II

Position Title: Support Specialist II

Department:

Infrastructure & Operations

Corporate Area:

PBS Technology

Status:

Regular, Full time NonExempt

Manager Title:

Manager, Product Support

Position Overview:

The Support Specialist II is responsible for providing Tier 1 and Tier 2 technical and customer support via phone, online tickets, and live chat for PBS viewers on all PBS streaming platforms. They also assist PBS local stations and their members with the PBS Passport membership benefit. The Support Specialist II is also responsible for resolving station and producer requests to troubleshoot PBS Tools. The person in this role will work remotely and is a critical conduit for first-hand feedback from end users.

Key responsibilities will include, but are not limited to:

• Answer daytime and evening support phone calls, online tickets, and live chat requests
• Provide customer assistance and high-level technical troubleshooting for pbs.org and PBS streaming applications, including PBS Passport support
• Verify video integrity and report videos requiring reviews and updates
• Monitor ticketing system (Freshdesk) for new, escalated or outstanding issues, providing for both timely resolution of issues as well as high degrees of satisfaction
• Offer information and instructions to members interested in donating and using the PBS Passport membership benefit
• Respond to station/producer tickets to provide access and troubleshoot issues
• Assist PBS local station employees with using PBS platforms to assist their members and provide direct assistance to their members as requested
• Collaborate with other members of the PBS Support team to investigate and resolve technical issues on PBS platforms
• Communicate feedback from customers for suggested improvements to PBS platforms
• Assist with tracking support issues
• Perform other duties as assigned by the Manager or Senior Director
• Professionally represent PBS values at all times

Requirements for success:

• High School Diploma; bachelor’s preferred
• 2+ years relevant customer service or technical support experience
• 5+ years of using digital video streaming apps and devices
• Fluency in navigating standard help desk software (e.g., Zendesk, Freshdesk) and utilizing remote desktop tools to directly assist users.
• Excellent written and verbal customer service and communication skills
• Technical Proficiency in Microsoft 365 products
• Ability to recognize potentially larger issues and escalate them to the Manager or Sr. Director as appropriate

The base pay range for this position at the beginning of employment is expected to be between $21.00/hour to $24.00/hour. The actual base pay offered may vary depending on multiple individualized factors, including but not limited to job-related knowledge, skills, and experience. The total compensation package for this position will also include other elements for eligible employees, including: (i) eligibility for discretionary bonuses; (ii) various insurance options, including medical, dental, vision, hearing, life, accidental death and dismemberment, short-term and long-term disability, and business travel accident insurance; (iii) identity protection program; (iv) employee assistance program; (v) financial and retirement savings benefits including the PBS Retirement Plan 403(b); (vi) paid time off (17 days per year), paid sick time benefits (12 days per year), paid parental leave (60 days / 12 weeks ), and paid holidays (12 days per year). Details of these benefit plans will be provided upon request. The application window for this position is expected to close on 10/29/2026.

If hired, the employee will be in an “at-will position,” and the Company reserves the right to modify the base hourly rate/salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

PBS is an Equal Opportunity Employer in accordance with the EEOC and the Commonwealth of Virginia.