Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Network Troubleshooting Hardware Support Cross-Functional Collaboration Media Management Remote Technical Support Escalation Management Engineering Documentation Firmware Knowledge Base On-Board Diagnostics Process Improvement Documentation Generation Data Sharing

Other Skills

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Communication
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Analytical Skills
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Customer Service
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Detail Oriented
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Empathy
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Problem Solving

Roles & Responsibilities

At least 3 years of experience in technical customer support
Strong experience troubleshooting television hardware and media systems
Experience supporting cable or satellite TV platforms
Experience working with technical escalation cases

Requirements:

Provide advanced technical support for media and television systems
Troubleshoot complex issues involving commercial TVs, media distribution systems, set-top boxes, and streaming devices
Serve as a technical escalation point for Tier 1 agents
Diagnose system-level issues involving network connectivity, device firmware, and media platform configurations

Job description

Description

We are seeking Technical Customer Support Specialists to support customers using media and television systems, including commercial TVs, set-top boxes, streaming media players, and cable/satellite TV services.

The ideal candidate has experience troubleshooting television hardware and media delivery systems in a technical customer support environment. Candidates with experience supporting cable or satellite providers such as Dish Network, Comcast, Verizon, or similar television hardware and media services are highly preferred.

These roles will provide remote troubleshooting, technical guidance, and customer support to ensure seamless media system performance.

Key Responsibilities

Provide advanced technical support for media and television systems.
Troubleshoot complex issues involving commercial TVs, media distribution systems, set-top boxes, and streaming devices.
Serve as a technical escalation point for Tier 1 agents.
Diagnose system-level issues involving network connectivity, device firmware, and media platform configurations.
Coordinate with engineering or technical teams to resolve advanced issues.
Provide detailed documentation of troubleshooting processes and solutions.
Assist in improving support processes and knowledge base documentation.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

Requirements

At least 3 years of experience in technical customer support.
Strong experience troubleshooting television hardware and media systems.
Experience supporting cable or satellite TV platforms.
Strong technical troubleshooting and analytical skills.
Experience working with technical escalation cases.

Preferred Experience

Experience supporting large-scale TV deployments or hospitality TV systems.
Experience with network troubleshooting related to media systems.
Background in companies such as Dish Network, Comcast, Verizon, DirecTV, or similar providers.

Core Competencies