Specialist, Webcast Customer Support

Overview

Provide customer-focused technical support for virtual and hybrid webcasts, guiding internal customers and Market Teams through preparation, platform setup, readiness checks, live monitoring, troubleshooting and post-event follow-up.

What you'll do

• Provide technical support for assigned remote and hybrid webcasts throughout pre-production, live production, and post-production.
• Serve as a customer-facing technical contact for assigned events, maintaining clear, courteous, and timely communication.
• Review event requirements, confirm support scope, identify technical risks, and coordinate readiness activities and coverage.
• Guide and train Market Team members and other event owners in building, configuring, and producing online events.
• Set up, test, and support approved webcast platforms, presentation materials, media assets, access links, and event settings.
• Conduct or support technical rehearsals and readiness checks for presenters, moderators, media playback, slides, audio, video, connectivity, and event workflows.
• Monitor live webcasts and respond quickly to customer, presenter, platform, media, audio, video, and connectivity issues.
• Troubleshoot incidents using documented procedures; communicate status and workarounds; escalate issues when additional expertise or vendor support is required.
• Coordinate the receipt, quality review, version control, and distribution of presentation decks and other event materials.
• Complete required event records, checklists, handoffs, and post-event activities in accordance with applicable standard operating procedures and service expectations.
• Support post-production tasks, such as basic recording review, approved edits, replay readiness, and delivery coordination, when assigned.
• Identify recurring issues and improvement opportunities; contribute to knowledge articles, job aids, training materials, and process updates.
• Assist with on-site setup, testing, operation, and breakdown of webcast production equipment.
• Support event-specific production tasks, which may include camera operation, video playback, switching, microphone setup and monitoring, audio support, teleconference or multi-language feeds, encoding, floor support, and technical directing.
• Coordinate with venue, audiovisual, network, security, facilities, event, and production partners as applicable.
• Perform basic equipment checks and minor troubleshooting; promptly report or escalate equipment, network, safety, or facility concerns.
• Travel to other company sites or approved event locations when required by the position and permitted by local policy.

What you'll need

• Bachelor's degree in communications, broadcast media, video or audio production, information technology, or a related field; or an equivalent combination of education, training, and relevant experience, subject to local requirements.
• Three or more years of relevant experience in webcasting, virtual events, technical customer support, video or audio production, live-event technology, or a related environment.
• Working knowledge of webcast or webinar workflows, including event setup, presenter readiness, live monitoring, troubleshooting, and post-event follow-up.
• Proficiency with Microsoft PowerPoint and working knowledge of Microsoft Teams, Word, Excel, and Outlook.
• Strong customer service, written communication, and verbal communication skills.
• Ability to remain composed, organized, and responsive during live events and other time-sensitive situations.
• Ability to prioritize concurrent assignments, document work accurately, follow established procedures, and work independently with appropriate escalation.
• Ability to collaborate effectively across technical, event, business, and regional teams.
• English required.

Nice to have

• Hands-on experience with enterprise webcasting platforms, virtual-event platforms, streaming workflows, or live-production systems.
• Experience supporting remote presenters, hybrid events, medical education programs, or global audiences.
• Working knowledge of video production, audio systems, microphones, switching, encoding, media playback, and basic signal flow.
• Experience creating technical documentation, customer guidance, training materials, or knowledge articles.
• Additional language proficiency relevant to the supported customer population.

Details

• Location: Hyderabad, India (Hitec City Raidurg).
• Work mode: Hybrid.
• Live events may occur outside standard local business hours; schedule flexibility may be required, subject to local labor requirements and company policy.
• Travel requirements: Flexible.
• May involve extended periods of computer-based work and, for in-person assignments, setup or movement of production equipment consistent with local safety requirements.