Job Description
Job Summary: The Support Specialist role is ideal for someone with strong technical aptitude, excellent communication skills, and a passion for delivering high-quality support across our events and conferencing platforms. The Support Specialist manages the delivery of services to clients to ensure SLAs (service level agreements) and KPIs (key performance indicators) are met or exceeded, while building and maintaining strong client relationships. Activities may involve both short- and long-term commitments and vary significantly in value and strategic importance.
Essential Duties
Client Support & Relationship Management
- Provides day-to-day client advice, working to maintain strong client relationships.
- Communicates client requirements to operational teams when applicable.
- Responds to unresolved production support issues and participates in analysis and resolution on behalf of the business, escalating extremely complex issues to senior colleagues when necessary.
Webcasting and Conferencing Support
- Investigate and resolve common issues within the IR Event and Notified Conferencing platforms.
- Assist with asset uploads, event bookings, and client access requests.
Proactive Monitoring & Escalation
- Monitor email ticket notifications and internal chat channels for support requests.
- Escalate issues internally when necessary to ensure timely resolution.
- Monitor live webcasts and conferences for quality and performance.
User & Data Management
- Manage user access within the IR Event Platform and related platforms.
- Fulfill data privacy requests, including retrieval and deletion of user data using tools within our platforms.
Virtual Cable Support
- Operate virtual cable events and connect client environments to conferencing platforms via virtual machines.
Content & Documentation
- Create and maintain internal meeting documentation in Confluence.
- Perform basic video edits (e.g., trimming heads/tails) using Adobe Premiere.
- Perform full player exports using OBS for screen and audio recording of IR Event Platform sessions.
General Responsibilities
- Respond to all types of client support inquiries, ensuring they are handled in order of priority.
- Perform administrative duties including account and user maintenance.
- Deliver outcomes using strong interpersonal and organizational skills.
- Collaborate effectively with teammates and work occasional overtime during high-volume periods.
Minimum Qualifications
Education
- Bachelor's degree from an accredited college or university required. Equivalent work experience in a similar position may be substituted for educational requirements.
Experience
- 23 years of experience in a client-facing position required.
- Experience in support of complex products preferred.
Other Requirements
- Communicates clearly with clients via phone, email, and chat.
- Ability to work independently and collaboratively in a fast-paced environment.
- Knowledge of other Notified service offerings.
- Requires rare guidance on tasks and little supervision; scope expands as confidence and capability grow.
- Applies general knowledge of business developed through education or past experience.
- Uses existing procedures to solve standard problems; analyzes information and standard practices to make judgments.
- Exchanges straightforward information, asks questions, and checks for understanding.
- Displays demonstrated knowledge of, and ability to use and learn, various technology tools.
Preferred Qualifications
- Experience with the IR Event Platform, MCI, and Notified Conferencing platforms.
- Familiarity with Audacity, OBS, Tellyo, and Adobe Premiere.
- Familiarity with ticketing systems such as ConnectWise and Jira.
- Strong troubleshooting and communication skills.
