Spclst , Customer Success

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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.

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• 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.

• Assist with on-site setup, testing, operation, and breakdown of webcast production equipment.

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• 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.

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• Bachelor’s degree in communications, broadcast media, video or audio production, information technology, or a related field; or an equivalent combination of education, training, and relevant experience, subject to local requirements.

• 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.

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·       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. Work Schedule and Environment.

• 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.

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• 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