Job Description This is a remote position. ABOUT THE COMPANY This organization is a leader 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 1. Training Phase (Overlapping with Internal Team) Hours: 4 hours/day Time: 1:00 PM – 5:00 PM (Pacific Time) Purpose: Maximize overlap with the existing team for shadowing, hands-on training, and real-time guidance. 2. Independent Phase (After Training Completion) Hours: 8 hours/day Core Schedule: 5:00 PM – 1:00 AM (Pacific Time) Flexibility: Other shift options can be discussed if required for operational needs. 3. Weekend Coverage Preferred: One weekend day shift (Saturday or Sunday). Frequency: Not required every week — can alternate with existing internal team members to ensure fair workload distribution. 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 HMO Coverage for eligible locations Permanent work from home Immediate hiring Steady freelance job ZR_26081_JOB Requirements 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).