Festival Zendesk Technical Support Agent
Sundance Film Festival
Remote, USThis was removed by the employer on 11/29/2022 3:17:00 PM PST
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Full Time Job
POSITION OVERVIEW
The Festival ZenDesk Technical Support Agent is charged with providing remote support to our Customer Service Department and our customers specific to the technical systems and software to ensure uninterrupted functionality and quick response resolution when technical or streaming issues arise.
Working closely under the direction of Festival Manager, Digital Tech Support, this position helps support Sundance Institute's commitment to providing the best Festival experience possible and introduce the work of independent artists to new audiences.
This temporary position works full time from Monday, December 12, 2022 or Wednesday, January 11, 2023 through Tuesday, January 31, 2023 and will be required to work extended hours, including evenings, weekends, and holidays to meet key deadlines and respond to on-call needs as assigned. This is a fully remote position that does not require any onsite work duties but may be asked to work within MST hours to meet shift needs. Reliable, high-speed internet connection with at least 10 mbps download speed is required. A total of ten (10) roles are available, three (3) of which start in December, and seven (7) of which start in January.
Top priorities include but are not limited to…
• Answering and resolving customer questions regarding account management, and technical sales/video streaming support for example troubleshooting OS/browser compatibility and settings, bandwidth, device configuration, etc.
• Organizing and appropriately tagging incoming customer support tickets.
• Escalating and notifying the Manager, Digital Tech Support of urgent issues during assigned live events.
• Ensuring accurate information is recorded and updated to customer accounts and internal notes, including cancellations or transfers, customer information, communication history, etc.
• Ensuring updates to products and/or procedures are communicated in a timely manner to all
• internal stakeholders.
• Communicating and documenting inappropriate behavior and operational and employee issues to the Manager, Digital Tech Support.
You have the following direct or transferable skill sets:
• Legal authorization to work in the United States.
• 6 months of technical customer support experience.
• Ability to mitigate conflict and facilitate positive customer relations.
• Strong computer skills, proficiency with Windows, Mac, iOS, and Android operating systems with working knowledge of media streaming devices.
• Outstanding interpersonal and verbal communication skills.
• Ability to work a flexible schedule due to multiple shift rotations, including nights and weekends as
• needed.
• Ability to maintain a suitable home work environment, free from noise/distractions.
You will be successful in this role if you...
• Are able to prioritize to balance multiple tasks and adapt to shifts in work.
• Demonstrate thoughtful technical troubleshooting skills.
• Communicate effectively across internal and external constituents.
In addition to an hourly pay of $17.11*, this position comes with awesome benefits and perks, including:
• Eligibility for paid sick leave and holidays
• Sundance Film Festival passes and benefits (varies each year)
• Limited employee assistance program