Frontline Technical Support for a Digital Steaming Company

Is This YOU? Then We Want to Meet You!

Are you a sharp, empathetic customer support professional who thrives in fast-paced digital environments? We are looking for a proactive Frontline Technical Support Agent to help manage a major user migration for a sports streaming, social media, and video-on-demand platform. If you excel at rapid ticket triage, precise document verification, and delivering top-tier customer care during high-volume periods, we want to hear from you!

• Schedule: US hours (the campaign's operation is 24/7)
• Work Type: Full-Time

Requirements

• Proven experience in high-volume email/helpdesk customer support (SaaS, digital streaming, or subscription-based platforms preferred).
• High-level written English proficiency with a clear, professional, and empathetic tone.
• Proficiency with Help Scout (or similar helpdesk ticketing systems) and Slack for internal team collaboration.
• Strong core competencies in analyzing receipt images and proof-of-purchase documents quickly and accurately.
• Ability to perform basic tier-1 account troubleshooting (login, password, access issues, and promo/coupon code redemption).
• Skill in applying consistent ticket tagging and categorization for analytical reporting and identifying system bugs.
• Nice to Have: Background in sports media, live streaming, or creator-economy platform support.
• Nice to Have: Experience working in agile environments with daily tech-triage standups.

What you'll do

• Field and resolve high volumes of email/helpdesk tickets originating from a major platform migration and user onboarding process.
• Manually review, verify, and process user receipts/proof-of-purchase documents to issue subscription onboarding codes.
• Guide existing subscribers through setting up annual and monthly subscription payment profiles.
• Handle tier-1 troubleshooting inquiries regarding live stream access, video streaming quality, login/password issues, and creator/fan account management.
• Identify, categorize, and tag incoming tickets daily to highlight recurring system errors and automation opportunities for internal delivery/engineering teams.
• Proactively collaborate with internal tech teams to resolve recurring issues and streamline user onboarding.
• Maintain a client-specific brand voice and high-touch "surprise and delight" customer service standards.

Success looks like

• Rapid Ticket Resolution: Maintaining high efficiency and accurate triage during initial high-volume surge periods without sacrificing quality.
• Precise Verification: Zero-error processing of receipt verifications and onboarding code issuances.
• Proactive Problem Solving: Consistently tagging and flagging recurring system errors to help engineering automate fixes.
• Customer Retention & Satisfaction: Achieving high CSAT scores by delivering clear, empathetic support during migration and ongoing platform management.

Tech Checklist - Gotta Have It!

A reliable computer (at least with Windows 10 and i5 processor), a stable high-speed internet of 100 MBPS connection and back up for both. A quiet, cozy workspace to handle calls and chats like a pro.

How to apply

Start your skill assessment by clicking here: 👉Skill Assessment Form

What Happens Next

Due to the volume of applications, we're only able to reach out directly to candidates we're inviting to the next interview call. We really appreciate your interest and time.

Originally posted on Himalayas