Technical Support Assistant

The Opportunity

Knowledge Network's audiences rely on our streaming service to access programming easily and reliably. We’re looking for a friendly, organized team member who enjoys helping people and supporting a great audience experience.

The Technical Support Assistant responds to audience questions and technical issues related to our streaming website and apps. This role helps investigate viewer concerns, provides clear and helpful support, and works with internal teams to ensure issues are documented and addressed.

This part‑time position also supports the day‑to‑day operation of our streaming platforms. Responsibilities include assisting with quality assurance testing, supporting data management activities in ThinkAnalytics, assisting with video encoding and content preparation in JW Player, and contributing to other operational and administrative tasks as needed.

Reporting to the Director of Streaming Platforms, you’ll work closely with colleagues across the organization. This is a great opportunity for someone who enjoys learning new tools, solving problems, and contributing to the success of a trusted public broadcaster that serves communities throughout British Columbia.

This position is designed to work four hours per day during business hours, five days per week. We are open to discussing reasonable modifications to this schedule.

Who We Are:

Knowledge Network is British Columbia’s provincial public broadcaster, operating a free and commercial‑free television channel in B.C. and streaming services across Canada. The Knowledge brand is unique – we are not selling a product but providing a service rooted in the values of curiosity, commitment, inclusivity and accountability.

Funded by an annual operating contribution from the provincial government and donations from loyal viewers, Knowledge Network offers curated programming from all over the world and award‑winning Knowledge Originals from BC filmmakers. We provide British Columbians with trusted free and commercial‑free content that enriches minds, fosters understanding and contributes to a connected and more informed society.

We respectfully acknowledge the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil‑Waututh) Peoples on whose unceded traditional territories our Burnaby office is located.

What You will be Doing:

• Respond to viewer questions and technical concerns related to Knowledge’s streaming website and apps.
• Troubleshoot viewer issues such as account access, device compatibility, playback errors and navigation concerns.
• Reproduce, document, and track technical issues, gather required details and elevate to appropriate teams when needed.
• Create, update and monitor JIRA tickets through to resolution.
• Maintain audience‑facing FAQs ( working with the Streaming Platforms team to ensure information is accurate and current.
• Collaborate with Audience Relations and the Streaming Platforms teams to ensure issues are communicated and resolved.
• Assist with quality assurance testing of the streaming website and apps.
• Support Programming and Audience Engagement teams by assisting with activities in the ThinkAnalytics platform.
• Assist with video encoding and related content preparation in JW Player.
• Support other streaming‑platform projects, audits, and process improvements as required.

What You Bring to the Team:

Experience & Knowledge:

• Diploma, certificate, or equivalent experience in information technology, digital media, web development, broadcast & media communications or a related field.
• Experience in customer service, technical support, or a help‑desk role, related to digital products or services.
• Knowledge of website, mobile app, and streaming platform functionality, including common user issues related to login, playback, and device compatibility.
• Experience troubleshooting technical issues and helping users resolve problems.
• Experience documenting, tracking and following up on issues using ticketing or workflow management systems (eg. JIRA or similar tools).
• Exposure to video streaming, encoding or digital media workflows is an asset.
• Experience with content management systems, video platforms, analytics tools, or databases.
• Experience creating, maintaining, or updating user‑facing support materials or standard operating procedure doc