Spclst , Customer Success

Job Description

Additional location(s) Compensation Information:

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

Secondary Language(s) Job Description:

The Opportunity:

• Based in Hyderabad, join a global healthcare biopharma company and be part of a 130- year legacy of success backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.
• Be part of an organisation driven by digital technology and data-backed approaches that support a diversified portfolio of prescription medicines, vaccines, and animal health products.
• Drive innovation and execution excellence. Be a part of a team with passion for using data, analytics, and insights to drive decision-making, and which creates custom software, allowing us to tackle some of the world's greatest health threats.

Our Technology Centers focus on creating a space where teams can come together to deliver business solutions that save and improve lives. An integral part of our company’s IT operating model, Tech Centers are globally distributed locations where each IT division has employees to enable our digital transformation journey and drive business outcomes. These locations, in addition to the other sites, are essential to supporting our business and strategy.

A focused group of leaders in each Tech Center helps to ensure we can manage and improve each location, from investing in growth, success, and well-being of our people, to making sure colleagues from each IT division feel a sense of belonging to managing critical emergencies. And together, we must leverage the strength of our team to collaborate globally to optimize connections and share best practices across the Tech Centers.

Role Overview:

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.

What should you have :

- 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.

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- 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.

What will you do:

- Assist with on-site setup, testing, operation, and breakdown of webcast production equipment.

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- 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.

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Required Qualifications:

- 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.

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·       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.

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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

Who we are
We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for
Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

#MSDHYDIT

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:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:
Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:
10/18/2026
*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.