Specialist Customer Success – Webcast Support

About the role

The Webcast Customer Support Technician delivers technical assistance for virtual and hybrid webcasts, guiding internal customers and market teams through preparation, live‑event monitoring, troubleshooting, and post‑event follow‑up. The role may also include on‑site production support when schedules and availability align.

Key responsibilities

• Provide end‑to‑end technical support for assigned remote and hybrid webcasts, from pre‑production setup to live monitoring and post‑production tasks.
• Act as the primary customer‑facing technical contact, maintaining clear and courteous communication throughout the event lifecycle.
• Configure and test webcast platforms, presentation materials, media assets, access links, and event settings; conduct rehearsals and readiness checks.
• Monitor live events, quickly resolve presenter, platform, audio/video, or connectivity issues, and escalate when needed.
• Support on‑site webcast production, including equipment setup, camera operation, switching, microphone monitoring, and coordination with venue partners.

Required profile

• HS degree with three or more years of experience in webcasting, virtual events, technical support, or live‑event technology.
• Strong written and verbal English communication skills and ability to stay composed during live events.
• Experience with Microsoft PowerPoint and familiarity with Microsoft Teams, Word, Excel, and Outlook.
• Ability to prioritize concurrent assignments, follow documented procedures, and work independently with appropriate escalation.

Required skills

• Microsoft PowerPoint
• Microsoft Teams
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Webcast platforms (enterprise webcasting/virtual‑event platforms)
• Video production and audio systems
• Streaming workflows, encoding, and switching
• Media playback and basic signal flow