Client Services & Technical Support Specialist (Days)

Join our team as a Client Services & Technical Support Specialist. In this dual role, you will provide technical support to our clients and manage client services for those who prefer us to run their events on the platform.

Responsibilities

• You will handle support requests, troubleshoot issues, build and maintain branded event websites, run attendee registration and communications, configure live engagement tools, produce tailored reports, and run training sessions for new client users.
• Handle support requests and incidents by email and phone, within SLA, from first response to resolution.
• Build and maintain branded event websites on the Eventogy platform for managed-service clients, run attendee registration and communications.
• Troubleshoot properly: ask targeted questions, reproduce the problem, and work out whether it is configuration, user error or a genuine defect.
• Experience configuring and operating a feature-rich platform for someone else: event technology, CRM, marketing automation or similar
• You can run something on a client's behalf

Requirements

• This position offers flexible/hybrid working and requires at least two years of experience in technical or application support for a software product.
• Able to describe a defect so an engineer can reproduce it first time
• A working understanding of browsers, operating systems, email delivery, HTML and CSS
• Able to run several live projects with fixed dates at once without dropping any of them
• Comfortable on the phone with a frustrated senior stakeholder, and able to write an email a busy client will actually read
• You have done client-facing support on complex software
• Comfortable with browser developer tools, reading an error message and working out what a user actually did

You are technical enough to find the cause

• You know the difference between closing a ticket and solving a problem
• At least two years in technical or application support for a software product, ideally B2B SaaS
• Meticulous attention to detail. A typo on a bank's event invitation goes to thousands of people
• Zendesk and Jira
• Confident, everyday use of AI tools in your work
• Strong Excel or reporting skills

Preferred

• Experience with event platforms such as Cvent, Stova, Bizzabo or similar
• An event management or events agency background

Pay

GBP 38,000 - 42,000