POSITION

****A Tech Support Agent with LA Photo Party is the rock on which our entire company rests - heavily. An Agent must be able to answer almost all questions about LA Photo Party software, basic Windows networking, provide suggestions/tips about best photo booth practices, and do so quickly and effectively over the phone and/or email. An Agent should have a calm and focused mindset to guide the panicked user to a successful and stress-free photo booth event. The ideal Agent is knowledgeable, personable, and patient.We at LA Photo Party pride ourselves on having the best support in the industry. One of our Core Values is “We Got Your Back,” and the Agent is the herald of that mantra.

ABOUT THE COMPANY

****LA Photo Party is an experiential marketing company that specializes in event entertainment and manufactures photo booths and photo booth software. Since 2007, we have partnered with some of the largest corporate and private event planners worldwide, constantly being challenged to develop the latest in immersive activations. LA Photo Party pioneered the first event photography sharing software, Photo Party Upload, in 2011, which is used by hundreds of photographers around the world. From there, we created the world's first underwater photo booth; the world's first photo booth software that includes virtual reality; the Infinite, winner of 2016's and 2017's “Photo Booth of the Year” at Photo Booth Expo; and the Venture, winner of the same award in 2018 and 2019. We operate out of Los Angeles, New York City, and London and service markets all over the world.

RESPONSIBILITIES

• Answering email tickets through our Freshdesk support portal
• Answering support phone calls
• Updating tutorials on our support page
• Responding to messages on our Facebook user group
• Testing new software features and providing feedback to the dev team
• Supporting event personnel at and before events
• Developing support materials such as support articles and tutorial videos.
• Provide support for product owners in the form of phone/in person demos, and troubleshooting hardware issues.
• Coordinate with products team for replacement parts
• Pass sales leads to sales team

EXPERIENCE & SKILLS

• Proficient with Office Suite
• Friendly and outgoing, excellent verbal and written communication
• Proficient with Google Docs, Sheets, Calendar, Gmail
• Excellent with Windows-based PCs!
• File structure (know what the C: drive is and how to find things in it)
• Networking (Firewalls, IP addresses, wifi settings, router configuration, etc.)
• Troubleshooting (Drivers, Uninstall/Reinstall software, etc.)
• Printers (Printer Properties, Printer queue, etc.)
• Basic knowledge of PC components (e.g. know the difference between memory and hard drive space)
• Excellent ability to figure things out on your own (Google Fu must be strong)

Bonus Points:

• Photography experience
• Proficient with: Photoshop, Premiere Pro, After Effects
• Experience with HTML, CSS
• DNS settings (A records, CNAME records, etc.)

SALARY AND HOURS

• $18 per hour.
• Regular full-time, from 9:30 AM to 5 PM Monday through Friday with some flexibility. Will be on a rotating schedule to cover weekend support shift, Saturday and/or Sunday, 2 PM to 6 PM.
• Potentially remote. Hybrid or in person strongly preferred (Glendale, CA office).

PERKS

• Retirement: You will be eligible to participate in the LA Photo Party, Inc. 401(k) Plan after you have worked a minimum of 1,000 hours. The Plan allows both pre- and post-tax contributions, rollovers as well as providing matching contributions of 100% up to 6% of your salary.
• Health: You will be eligible to participate in our Health Reimbursement Arrangement (HRA) if you work full time (30 hours per week). The HRA provides a reimbursement benefit up to $300 per month for eligible insurance or medical expenses for individuals and dependents.
• Paid Time Off: You will be eligible for Paid Time Off (PTO) if you work full time (30 hours per week). PTO is accrued based on hours worked, with a maximum accrual of 7 days (56 hours) of PTO over a year if working 40 hours per week.
• Holiday Break: LA Photo Party has a long holiday break every year. Roughly two weeks from before Christmas through the new year..
• Sick Leave: You will accrue sick pay benefits in compliance with state and local regulations.
• Education: LA Photo Party will pay for up to $500 per year of eligible educational expenses that are applicable to your work at LAPP.
• Charitable Giving: LA Photo Party will match up to $500 per year of eligible donations to non-political 501(c)(3) non-profit charitable organizations.
• Event Work: You have the opportunity to work at LA Photo Party Events for additional pay.