Client Services & Technical Support Specialist, Eventogy

• You have done client-facing support on complex software
• At least two years in technical or application support for a software product, ideally B2B SaaS
• Comfortable on the phone with a frustrated senior stakeholder, and able to write an email a busy client will actually read
• You know the difference between closing a ticket and solving a problem
• You are technical enough to find the cause
• A working understanding of browsers, operating systems, email delivery, HTML and CSS
• Comfortable with browser developer tools, reading an error message and working out what a user actually did
• Able to describe a defect so an engineer can reproduce it first time
• You can run something on a client's behalf
• Experience configuring and operating a feature-rich platform for someone else: event technology, CRM, marketing automation or similar
• Meticulous attention to detail. A typo on a bank's event invitation goes to thousands of people
• Able to run several live projects with fixed dates at once without dropping any of them

Desirable

• 9AM TO 5PM, MONDAY TO FRIDAY
• This is two roles in one, and we would rather say so up front
• Half of it is technical support. You are the person our clients reach when something on the platform is not doing what they expect, and you own the problem until it is fixed
• The other half is managed client service. Some clients would rather we ran their events on the platform for them, and you will do exactly that: building event websites, running registration and communications, configuring live engagement tools and producing reporting, as an extension of their own events team
• The people on the other end are events and communications teams at banks, law firms and global manufacturers. They are busy, exacting and rarely technical, and every event carries their brand
• Handle support requests and incidents by email and phone, within SLA, from first response to resolution
• Troubleshoot properly: ask targeted questions, reproduce the problem, and work out whether it is configuration, user error or a genuine defect
• Write clear, reproducible bug reports for engineering and keep the client informed while the fix is in progress
• Build and maintain branded event websites on the Eventogy platform for managed-service clients
• Run attendee registration and communications through the platform's CRM tools
• Configure live engagement tools: event apps, polling, Q&A, messaging walls and push notifications
• Produce tailored reports from the Eventogy analytics suite
• Run training sessions for new client users and write Help Centre guides that stop the same question being asked twice