Technical Support Specialist (Event Technology)

ABOUT THE COMPANY

This organization leads in experiential marketing and event entertainment technology, specializing in designing and manufacturing event technology solutions, including hardware and proprietary software.

Since its founding in 2007, it has partnered with major corporate and private event planners worldwide, developing cutting-edge immersive activations. It has pioneered industry-first innovations, from event photography sharing software to award-winning event technology hardware and software solutions. The company operates globally, with presence in multiple key markets.

POSITION

A Tech Support Agent is the rock on which the company rests — heavily. The Agent must be able to answer almost all questions about the company's proprietary software, basic Windows networking, and provide suggestions/tips about best event technology practices, and do so quickly and effectively over the phone and/or email. An Agent should have a calm and focused mindset to guide the panicked user to a successful and stress-free event. The ideal Agent is knowledgeable, personable, and patient. The company prides itself on delivering the best support in the industry, with one of its core values being We Got Your Back, and the Agent is the champion of that mantra.

SCHEDULE

Training Phase (Overlapping with Internal Team)

• 1:00 PM – 5:00 PM (Pacific Time) 4 hours/day
• Purpose: Maximize overlap with the existing team for shadowing, hands-on training, and
• real-time guidance.

Independent Phase (After Training Completion)

• Shifting schedule based on the client's needs, in Pacific Time; 8 hours/day

RESPONSIBILITIES

• Answer email tickets through the support portal.
• Handle support phone calls.
• Update tutorials on the support page.
• Respond to user group messages on social media.
• Test new software features and provide feedback to the development team.
• Support event personnel before and during events.
• Develop support materials such as articles and tutorial videos.
• Provide product demos (phone or in person) and troubleshoot hardware issues.
• Coordinate with the products team for replacement parts.
• Pass sales leads to the sales team.

Requirements

EXPERIENCE & SKILLS

• Proficient with Office Suite.

MUST HAVE AN IPAD

• Friendly and outgoing, with excellent verbal and written communication skills.
• Proficient with Google Docs, Sheets, Calendar, Gmail.
• Excellent with Windows-based PCs.
• Strong understanding of file structures (e.g., C: drive navigation).
• Networking knowledge (Firewalls, IP addresses, Wi-Fi settings, router configuration,
• etc.).
• Troubleshooting skills (drivers, uninstall/reinstall software, etc.).
• Printer setup knowledge (printer properties, queue management, etc.).
• Basic knowledge of PC components (e.g., difference between memory and hard drive
• space).
• Strong ability to independently find solutions (excellent online research skills).

Bonus Points

• Photography experience.
• Proficient with Photoshop, Premiere Pro, After Effects.
• Experience with HTML, CSS.
• DNS settings knowledge (A records, CNAME records, etc.).

Independent Contractor Perks

• Permanent Work from Home
• Immediate Hiring
• Health Insurance Coverage for Eligible Locations

Note

Please click the Apply button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.

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