📍 Job Overview

Job Title: Customer Support Specialist
Company: EverPass Media
Location: Montevideo, Uruguay
Job Type: On-site
Category: Customer Support
Date Posted: June 30, 2025
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

EverPass Media is revolutionizing the way businesses use TVs by offering a cloud-based platform that combines exclusive top-tier sports and entertainment with innovative marketing solutions. As a Customer Support Specialist, you will play a crucial role in ensuring customer satisfaction by addressing and resolving customer support tickets, troubleshooting technical issues, and collaborating with engineering and product teams to improve the streaming product.

💻 Primary Responsibilities

Customer Support: Handle inbound customer support tickets, from conflict to resolution, ensuring customer satisfaction throughout the process.
Troubleshooting: Diagnose and resolve customer issues related to device installation, streaming and connectivity problems, and event registrations.
Collaboration: Work closely with engineering and product teams to gather feedback, identify trends, and contribute to the evolution of the streaming product.

📝 Enhancement Note: This role requires a strong focus on attention to detail and excellent communication skills to effectively troubleshoot and resolve customer issues.

🎓 Skills & Qualifications

Education: A college degree is required for this role.

Experience: Candidates should have at least 2 years of experience in customer service, operations, or technical support.

Required Skills:

Proficient in English - spoken and written
Strong focus on attention to detail
Patient demeanor and thoughtful communication skills
Motivated self-starter who can work independently
General understanding of network connectivity
Passion for sports and entertainment
Excellent internet connection with the ability to stream up to 4k in multiple instances

Preferred Skills:

Experience with streaming technology and digital signage
Familiarity with customer support software and ticketing systems
Knowledge of network connectivity and troubleshooting techniques

📝 Enhancement Note: While not explicitly stated, having experience with streaming technology and digital signage could be beneficial for this role, as it would enable the candidate to better understand and assist customers with their issues.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.

Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not explicitly stated. Based on market research for Customer Support Specialist roles in Montevideo, Uruguay, the estimated salary range is approximately $25,000 - $35,000 USD per year.

Benefits:

Work-life balance with flexible scheduling, including working weekends to support scheduled events
Opportunity to work for a growing media platform focused on premium content and innovative marketing solutions
Collaborative work environment with a customer-focused culture

Working Hours: This role requires working Wednesday - Sunday or Saturday - Wednesday, with the possibility of working outside of regular 9-5 CT hours to support scheduled events.

📝 Enhancement Note: The salary range provided is an estimate based on market research for similar roles in the region. The actual salary range may vary depending on the company's compensation structure and the candidate's qualifications.

🎯 Team & Company Context

🏢 Company Culture

Industry: EverPass Media operates in the media and entertainment industry, focusing on premium content distribution and marketing solutions for commercial businesses.

Company Size: EverPass Media is a growing company, founded in 2023, with strategic partnerships with RedBird Capital Partners, 32 Equity, and TKO Group Holdings. The company's size allows for a collaborative work environment and the opportunity to make a significant impact on the business.

Founded: EverPass Media was founded in 2023.

Team Structure:

The Customer Support team is responsible for handling customer inquiries and troubleshooting technical issues.
The team works closely with engineering and product teams to gather feedback and contribute to the improvement of the streaming product.
The company fosters a customer-focused culture, with a strong emphasis on attention to detail and excellent communication skills.

Development Methodology:

EverPass Media uses a collaborative approach to product development, with regular feedback from customers and internal teams.
The company values continuous improvement and is committed to evolving its streaming product to meet the needs of its customers.

Company Website: EverPass Media

📝 Enhancement Note: The company's focus on premium content and innovative marketing solutions sets it apart in the media and entertainment industry. This focus, along with the company's commitment to customer satisfaction, creates an exciting and dynamic work environment for Customer Support Specialists.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level to mid-level position in the customer support field. The ideal candidate will have at least 2 years of experience in customer service, operations, or technical support.

Reporting Structure: The Customer Support Specialist will report directly to the Customer Support Manager.

Technical Impact: This role has a direct impact on customer satisfaction and the overall success of the streaming product. By effectively handling customer support tickets and collaborating with internal teams, the Customer Support Specialist can help identify trends, gather feedback, and contribute to the improvement of the product.

Growth Opportunities:

Career Progression: With experience and strong performance, Customer Support Specialists may have the opportunity to advance to a team lead or management role within the customer support department.
Skill Development: This role offers the opportunity to develop and improve customer support skills, as well as gain experience working with streaming technology and digital signage.

📝 Enhancement Note: While the company does not explicitly state growth opportunities, the dynamic and collaborative work environment, along with the company's focus on continuous improvement, creates opportunities for professional development and career advancement.

🌐 Work Environment

Office Type: EverPass Media's office is a collaborative and customer-focused environment, with a strong emphasis on attention to detail and excellent communication skills.

Office Location(s): Montevideo, Uruguay

Workspace Context:

The Customer Support team works in a shared office space, with opportunities for cross-functional collaboration with engineering and product teams.
The office is equipped with the necessary tools and technology to effectively handle customer support tickets and troubleshoot technical issues.

Work Schedule: This role requires working Wednesday - Sunday or Saturday - Wednesday, with the possibility of working outside of regular 9-5 CT hours to support scheduled events.

📝 Enhancement Note: The collaborative work environment and cross-functional collaboration opportunities create a dynamic and engaging work experience for Customer Support Specialists.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills and cultural fit.
Technical Assessment: A hands-on assessment to evaluate troubleshooting skills and attention to detail.
Final Interview: A conversation with the hiring manager to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

Familiarize yourself with EverPass Media's streaming product and customer support processes.
Brush up on your troubleshooting skills and be prepared to demonstrate your ability to diagnose and resolve technical issues.
Practice active listening and effective communication skills to ensure you can clearly and concisely explain solutions to customers.

ATS Keywords: Customer Support, Troubleshooting, Streaming Technology, Digital Signage, Network Connectivity, Attention to Detail, Communication Skills, Self-Starter, Technical Support, Customer Service, Problem-Solving, Collaboration, Product Improvement

📝 Enhancement Note: While the interview process is not explicitly stated, the company's focus on customer satisfaction and attention to detail suggests a thorough and comprehensive interview process to ensure the best fit for the role and the company.

🛠 Technology Stack & Web Infrastructure

Technology Stack: Not applicable for this role.

📝 Enhancement Note: While this role does not require a specific technology stack, having experience with streaming technology and digital signage could be beneficial for this role, as it would enable the candidate to better understand and assist customers with their issues.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: EverPass Media places a strong emphasis on customer satisfaction and ensuring that customers have the best possible experience with the streaming product.
Attention to Detail: The company values employees who are meticulous and thorough in their work, ensuring that no customer issue goes unresolved.
Collaboration: EverPass Media fosters a collaborative work environment, with regular communication and feedback between teams.
Continuous Improvement: The company is committed to evolving its streaming product and customer support processes to better meet the needs of its customers.

Collaboration Style:

Cross-Functional Collaboration: The Customer Support team works closely with engineering and product teams to gather feedback, identify trends, and contribute to the improvement of the streaming product.
Regular Communication: The company encourages open and honest communication between teams, with regular check-ins and feedback sessions.
Knowledge Sharing: EverPass Media values a culture of learning and growth, with opportunities for employees to share their knowledge and expertise with one another.

📝 Enhancement Note: The company's customer-focused culture and commitment to continuous improvement create an engaging and dynamic work environment for Customer Support Specialists.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Streaming Issues: Customers may experience streaming issues due to various factors, such as network connectivity problems, device malfunctions, or software glitches. Customer Support Specialists must be able to diagnose and resolve these issues efficiently and effectively.
Customer Education: Some customers may require additional guidance on how to use the streaming product or resolve technical issues. Customer Support Specialists must be patient and able to explain solutions in a clear and concise manner.

Learning & Development Opportunities:

Product Training: EverPass Media offers training and development opportunities to help Customer Support Specialists better understand the streaming product and its features.
Customer Support Best Practices: The company provides guidance and resources on best practices for customer support, including communication techniques, problem-solving strategies, and time management skills.
Career Growth: With experience and strong performance, Customer Support Specialists may have the opportunity to advance to a team lead or management role within the customer support department.

📝 Enhancement Note: The dynamic and collaborative work environment, along with the company's focus on continuous improvement, creates opportunities for professional development and career advancement for Customer Support Specialists.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Be prepared to discuss your approach to troubleshooting technical issues, including your ability to diagnose and resolve problems efficiently and effectively.
Customer Support Experience: Describe your experience with customer support, including any challenges you have faced and how you overcame them.
Streaming Technology: Demonstrate your understanding of streaming technology and how it applies to EverPass Media's product.

Company & Culture Questions:

Customer Focus: Explain how you ensure customer satisfaction in your current or previous role.
Attention to Detail: Describe a situation where you had to pay close attention to detail to resolve a customer issue or complete a task.
Collaboration: Discuss your experience working with cross-functional teams and how you have contributed to their success.

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's troubleshooting skills, attention to detail, and customer support experience. The company's focus on customer satisfaction and continuous improvement suggests a thorough and comprehensive interview process to ensure the best fit for the role and the company.

📌 Application Steps

To apply for this Customer Support Specialist position:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your customer support experience, troubleshooting skills, and attention to detail.
Prepare for the interview process by familiarizing yourself with EverPass Media's streaming product, customer support processes, and company culture.
Research the media and entertainment industry, as well as EverPass Media's strategic partnerships and focus on premium content distribution and marketing solutions.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Specialist