Specialist Customer Success

Job Description Position Summary The Webcast Customer Support Technician provides customer-focused technical support for virtual and hybrid webcasts. The primary responsibility is to guide internal customers and Market Teams through webcast preparation, platform setup, readiness checks, live-event monitoring, troubleshooting, and post-event follow-up. When business needs, scheduling, location, and technician availability align, the role also provides in-person webcast production support. The technician helps deliver reliable, professional event experiences by communicating clearly, resolving issues promptly, following documented procedures, and escalating risks when appropriate. Primary Responsibilities: Webcast Customer Support 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. Secondary Responsibilities: In-Person Webcast Support In-person support is a secondary responsibility and is assigned based on business need, event schedule, location, required skills, and technician availability. 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. Required Qualifications HS Degree 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. The role requires effective written and verbal communication with customers, presenters, and technical partners. Preferred Qualifications 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. Work Schedule and Environment. The role supports live events that may occur outside standard local business hours. Schedule flexibility may be required, subject to local labor requirements and company policy. Hybrid, on-site, or remote work expectations will be defined in the local posting and may change based on business and site requirements. The position may involve extended periods of computer-based work and, for in-person assignments, the setup or movement of production equipment consistent with local safety requirements and any approved accommodations. Core Capabilities Customer focus and service ownership Technical troubleshooting and sound judgment Clear communication and expectation setting Attention to detail and quality control Collaboration across cultures, functions, and time zones Adaptability, continuous learning, and process improvement Required Skills: Adaptability, Adaptability, Client Counseling, Communication, Customer Centricity, Customer Communications, Customer-Focused, Customer Management, Emerging Technologies, Escalation Management, Expectation Management, Incident Management, Information Technology (IT), Microsoft PowerPoint, Operational Acceptance Testing (OAT), Prioritization, Problem Identification, Product Management, Product Support, Quality Control Management, Requirements Management, Site Operations, Solution Architecture, Stakeholder Relationship Management, Technical Advice {+ 5 more} Preferred Skills: Current Employees apply HERE Current Contingent Workers apply HERE US and Puerto Rico Residents Only: Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process. As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights EEOC GINA Supplement We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other US State Acts The primary location for this posting is: USA - New Jersey - Rahway Where required by law, the compensation range for this role is provided below. The salary range for the primary location of this role is: $87,300.00 - $137,400.00 This range reflects the Company's reasonable expectation of the base salary applicable to this role at the time of posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits. Additional location(s): Please note the salary range above applies to the Primary Location of the position. Where a role has other listed locations, different compensation guidelines may apply. You may find the salary ranges for additional locations below. If the salary range is not listed for the location you are applying to, our Talent Acquisition team will provide further information to you relevant to your location. Additional location(s) Compensation Information: San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance Search Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. Employee Status: Regular Relocation: No relocation VISA Sponsorship: No Travel Requirements: No Travel Required Flexible Work Arrangements: Remote Shift: Not Indicated Valid Driving License: No Hazardous Material(s): N/A Job Posting End Date: 10/17/2026 *A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date. Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.