POSITION OVERVIEW

The Festival Zendesk Technical Support Agent is charged with providing remote support to our Customer Support Department and our customers specific to the technical systems and software to ensure uninterrupted functionality and quick response resolution when technical or streaming issues arise.

Working under the Quality Assurance Analyst, this position helps support Sundance Institute’s commitment to providing the best Festival experience possible and introduce the work of independent artists to new audiences.

This temporary position works full time Monday, January 6, 2025 through Tuesday, February 4, 2025 and will be required to work extended hours, including evenings, weekends, and holidays to meet key deadlines and respond to on-call needs as assigned. This is a fully remote position that does not require any onsite work duties but may be asked to work within MST hours to meet shift needs. Reliable, high-speed internet connection with at least 10 mbps download speed is required.

Top priorities include but are not limited to…

• Answering and resolving customer inquiries that are escalated by customer support, including but not limited to technical questions related to account management, user interface and OTT, or live streaming-support.

• Troubleshooting and providing unique recommendations based on the users equipment, including but not limited to OS/browser compatibility, settings, bandwidth, device configuration, etc.

• Organizing and appropriately tagging technical customer support tickets.

• Escalating and notifying the appropriate team member or point of contact of urgent issues or trends.

• Ensuring accurate information is recorded and updated to customer accounts and internal notes after escalations, including cancellations or transfers, customer information, communication history, etc.

• Ensuring updates to products and/or procedures are communicated in a timely manner to all internal stakeholders.

• Assisting the Customer Support team in backend Zendesk configurations of macros and other items needed.

You have the following direct or transferable skill sets:

• Legal authorization to work in the United States.

• 6 months of technical customer support experience.

• Ability to mitigate conflict and facilitate positive customer relations.

• Strong computer skills, proficiency with Windows, Mac, iOS, and Android operating systems with working knowledge of media streaming devices.

• Outstanding interpersonal and verbal communication skills.

• Ability to work a flexible schedule due to multiple shift rotations, including nights and weekends, as

• needed.

• Ability to maintain a suitable home work environment, free from noise/distractions.

You will be successful in this role if you...

• Are able to prioritize to balance multiple tasks and adapt to shifts in work.

• Demonstrate thoughtful technical troubleshooting skills.

• Communicate effectively across internal and external constituents.

In addition to an hourly pay of $17.28, this position is eligible for benefits & perks, highlights include:

• Paid sick leave and Institute holidays

• Employee assistance program

• Employee Wellness Initiatives

• Sundance Film Festival passes and benefits (varies each year)