Support Specialist | Product Support  

A Support Specialist will act as the frontline support for our customers, and will be responsible for assisting with product questions and technical issues as they arise. The role of the Support Specialist will be to act as an expert in our product and platform, to ensure that customers are offered guidance and support that will help them in meeting their goals and objectives, and will ensure that their event is a success.

Support Specialists are also responsible for delivering our Live Attendee Support service, which offers technical and product support to attendees who are joining a virtual event using our product.

Our Support team is available 24 hours a day, and 7 days a week via phone, email and chat. Having flexibility with scheduling is an asset to this role, to ensure that we are able to provide appropriate coverage and support to our customers as needed.

Role Responsibilities

• Provide inbound customer support via phone, email and live chat to ensure questions are resolved promptly and thoroughly.
• Help to troubleshoot more complex client inquiries and triage or escalate issues when necessary.
• Think critically about the product to provide and log feature requests and product ideas to our Product and Engineering teams.
• Test and replicate bugs or issues with the platform/product and escalate as needed.
• Assist with data entry and manipulation via Excel, Word and PDF.
• Complete administrative tasks to ensure the efficiency of the company, around the clock.
• Review client applications and provide suggestions and feedback.
• Act as a main point of contact to provide smooth communication between different teams or team members.
• There is opportunity to learn and be involved at every point of the company while helping and building relationships with a wide range of clients across the world.

Position Requirements:

• At least 3+ years of work experience in the software industry
• Proficiency in Microsoft Office applications
• Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures
• Demonstrate commitment in upholding core values and behavioural standards
• Excellent customer service, problem solving and analytics skills
• Ability to be flexible, adaptable and work in a fast-paced environment
• Strong command of the English language, both oral and written

Nice To Haves:

• Experience with CRM tools such as Zendesk or Hubspot
• Experience working in a startup environment or with a tech company
• Knowledge and experience of the events industry
• Understanding of CSS and HTML