Customer Service and Technical Support - Overnights

This is an in-office position.

Perform quality assurance checks on scheduled broadcast events.

Required to participate in on-going training programs.

Work with other operations staff and other departments to provide operational assistance, diagnose problems, and avoid discrepancies.

Maintain client, vendor and partnership relationships.

Escalating requests for service calls to dispatch technician for follow on issues unable to be resolved remotely

Authorizing services requested by customers to fulfill their simulcasting requirements

Use proprietary software to operate, monitor, and maintain a daily schedule of live streaming video feeds.

Provide and troubleshoot kiosk and printer services.

Use Windows based encoding software to create digital archives of each daily simulcast.

Analyze high volumes of archived video to ensure quality standards are met.

Analyze and troubleshoot web-based video streaming on PC, Mac, and mobile devices.

Work closely and efficiently with other technicians and departments.

Provide technical assistance to ensure smooth streaming experiences for users, addressing issues promptly and efficiently.

Respond to incoming customer inquiries via phone calls and emails.

Track customer issues and resolutions.

Escalate critical issues to Tier 2 Technicians for further resolution.

Maintain departmental documentation and prepare shift reports as necessary.

Job Related Experience

Microsoft Office suite of products and desktop operating system knowledge.

Must be available to work various schedules, including weekends, holidays and evenings/overnights.

Ability to obtain necessary gaming registration / license(s) needed for employment with RCN.

Must have a sense of urgency, organizational skills, self-motivation and be very reliable.

Computer literacy is essential to this position.

Must be self-motivated, well organized and be able to explain details clearly and concisely both verbally and in writing

One year of Customer Service or Technical Support experience in a network operations center

Ability to multi-task and problem solve in a fast-paced environment.

Strong attention to detail.

High School Diploma

Exceptional verbal, written, and analytical abilities.

Capacity to thrive in high-pressure settings, adept at prioritizing tasks.

Proficiency in Microsoft Office applications and desktop operating systems.

Ability to secure requisite licenses for employment with RCN.

Availability for all shifts, including early mornings, nights, weekends, and holidays.

Eligibility to work legally in the United States.

As this role is based out of our Henderson, NV office, candidates must be able to relocate or commute to the Las Vegas, NV metropolitan area

About Roberts Communications Network

Founded in 1998, Roberts Communications Network is a worldwide video distribution, communications, and technology provider serving the pari-mutuel racing industry and other live-event markets.

RCN operates a secure and redundant satellite, fiber, and internet network that provides 24/7 broadcast and data distribution to commercial and consumer platforms throughout North America, Latin America, and other regions around the world.

As an established and growing media and communications company, RCN has continued to expand its operations with the construction of a new 10-acre, 70,000-square-foot broadcast facility in Henderson, Nevada.

Our Henderson location is:

4075 Volunteer Boulevard
Henderson, Nevada 89044