Specialist Customer Success

The Webcast Customer Support Technician provides customer-focused technical support for virtual and hybrid webcasts. The primary responsibility is to guide internal customers and Market Teams through webcast preparation, platform setup, readiness checks, live-event monitoring, troubleshooting, and post-event follow-up. When business needs, scheduling, location, and technician availability align, the role also provides in-person webcast production support. The technician helps deliver reliable, professional event experiences by communicating clearly, resolving issues promptly, following documented procedures, and escalating risks when appropriate.

• →Provide technical support for assigned remote and hybrid webcasts throughout pre-production, live production, and post-production.
• →Serve as a customer-facing technical contact for assigned events, maintaining clear, courteous, and timely communication.
• →Review event requirements, confirm support scope, identify technical risks, and coordinate readiness activities and coverage.
• →Guide and train Market Team members and other event owners in building, configuring, and producing online events.
• →Set up, test, and support approved webcast platforms, presentation materials, media assets, access links, and event settings.
• →Conduct or support technical rehearsals and readiness checks for presenters, moderators, media playback, slides, audio, video, connectivity, and event workflows.
• →Monitor live webcasts and respond quickly to customer, presenter, platform, media, audio, video, and connectivity issues.
• →Troubleshoot incidents using documented procedures; communicate status and workarounds; escalate issues when additional expertise or vendor support is required.
• →Coordinate the receipt, quality review, version control, and distribution of presentation decks and other event materials.
• →Complete required event records, checklists, handoffs, and post-event activities in accordance with applicable standard operating procedures and service expectations.
• →Support post-production tasks, such as basic recording review, approved edits, replay readiness, and delivery coordination, when assigned.
• →Identify recurring issues and improvement opportunities; contribute to knowledge articles, job aids, training materials, and process updates.

• →In-person support is a secondary responsibility and is assigned based on business need, event schedule, location, required skills, and technician availability.
• →Assist with on-site setup, testing, operation, and breakdown of webcast production equipment.
• →Support event-specific production tasks, which may include camera operation, video playback, switching, microphone setup and monitoring, audio support, teleconference or multi-language feeds, encoding, floor support, and technical directing.
• →Coordinate with venue, audiovisual, network, security, facilities, event, and production partners as applicable.
• →Perform basic equipment checks and minor troubleshooting; promptly report or escalate equipment, network, safety, or facility concerns.
• →Travel to other company sites or approved event locations when required by the position and permitted by local policy.

• HS Degree
• Three or more years of relevant experience in webcasting, virtual events, technical customer support, video or audio production, live-event technology, or a related environment.
• Working knowledge of webcast or webinar workflows, including event setup, presenter readiness, live monitoring, troubleshooting, and post-event follow-up.
• Proficiency with Microsoft PowerPoint and working knowledge of Microsoft Teams, Word, Excel, and Outlook.
• Strong customer service, written communication, and verbal communication skills.
• Ability to remain composed, organized, and responsive during live events and other time-sensitive situations.
• Ability to prioritize concurrent assignments, document work accurately, follow established procedures, and work independently with appropriate escalation.
• Ability to collaborate effectively across technical, event, business, and regional teams.
• English required. The role requires effective written and verbal communication with customers, presenters, and technical partners.

• Hands-on experience with enterprise webcasting platforms, virtual-event platforms, streaming workflows, or live-production systems.
• Experience supporting remote presenters, hybrid events, medical education programs, or global audiences.
• Working knowledge of video production, audio systems, microphones, switching, encoding, media playback, and basic signal flow.
• Experience creating technical documentation, customer guidance, training materials, or knowledge articles.
• Additional language proficiency relevant to the supported customer population.

• The role supports live events that may occur outside standard local business hours. Schedule flexibility may be required, subject to local labor requirements and company policy.
• Hybrid, on-site, or remote work expectations will be defined in the local posting and may change based on business and site requirements.
• The position may involve extended periods of computer-based work and, for in-person assignments, the setup or movement of production equipment consistent with local safety requirements and any approved accommodations.

• Customer focus and service ownership
• Technical troubleshooting and sound judgment
• Clear communication and expectation setting
• Attention to detail and quality control
• Collaboration across cultures, functions, and time zones
• Adaptability, continuous learning, and process improvement

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As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.  As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

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We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

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The primary location for this posting is:

Where required by law, the compensation range for this role is provided below.

The salary range for the primary location of this role is:

This range reflects the Company's reasonable expectation of the base salary applicable to this role at the time of posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.