Support Technician 1, Resi

Resi Support Technician 1 Location: Hybrid (3 days in office per week) in Allen, TX or Colorado Springs, CO only About the Role: Resi Media, LLC, a Pushpay company, is a privately held technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations over a standard internet connection. Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry. We are looking for a Resi Support Technician 1 who uses independent judgment in providing information, technical assistance, and support to Resi customers. Resi Support Technician 1 provide technological systems support, maintenance, and testing for upkeep of customer systems; troubleshoots and resolves system hardware, software, and network failures and conflicts. A Resi Support Technician 1 is typically the first contact many customers have with the company. Supervisory Responsibilities: None Named as one of BuiltIn ‘ Best Places to Work ’ in Seattle, Denver and Dallas for 2025; ranked number 10 by Seattle Business Magazine in the ‘ Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024; named as a 2025 ' Best Places to Work for Women' by Best Companies Group. Benefits and Compensation: We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer: 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents 401K match Hybrid work model - 3 days in the office / 2 days remote each week 12 paid Company Holidays 2 paid Volunteer Time Off days 15 days PTO , to start, increases with tenure and seniority. Paid parental and adoption leave Compensation Range: $23.21/hr. - $25.22/hr., depending on location. Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. What You’ll Do: Deliver prompt and effective support to customers through established support channels (ticketing system, live chat, phone, email), addressing their needs and resolving technical issues both reactively and proactively. Must maintain clear and accurate communication to ensure their streaming concerns are thoroughly addressed. Follow existing processes for new customer onboarding, daily support procedures, and long-term customer success. Complete general product training as defined by published documentation Provide frontline support and incident triage. Provide timely responses and resolutions to customers via email and phone, frequently communicating with customers about their Resi needs and technical tickets or troubleshooting. Must be able to exchange accurate information. Collaborate with cross-functional teams in product development, hardware, billing, sales, and other departments to resolve known, and prevent future, issues (proactive). Write detailed bug reports for customer reported bugs. Dedication to continuous learning within the streaming and AV space in order to maintain a high level of support quality. Proactively identify patterns in support issues and escalate trends to Support Leadership for further investigation and resolution. What You’ll Bring: 1 year support experience with an online customer facing service product 1 year experience with professional audio and video equipment, and AV production system design Working knowledge of IT, networking, computer hardware and software concepts as they relate specifically to streaming and AV production infrastructure. Ability…