PLATFORM SUPPORT MANAGER ON24

POSITION SUMMARY

The Platform Support Manager is responsible for the support of all clients who require support of ON24?s products and platform. This person must be able to answer all questions regarding multiple products, services and platform issues, or facilitate the resolution of questions. The Support Manager is responsible for maintaining a support website with product and service information for ON24 clients, as well as providing reports and metrics regarding support services.

PRIMARY RESPONSIBILITIES

Your responsibilities include, but are not limited to:
Troubleshoot, resolve, and document technical issues received by ticketing system, email and telephone inquiries.
Create and maintain knowledge base of known technical issues and platform information
Provide support statistics and metrics for analysis
Facilitate support staff training, scheduling, and development of support team
Provide support for webcast platform as needed.



ESSENTIAL EXPERIENCE

At least 2 years of work experience in customer support answering and managing technical inquiries.
A bachelor's degree or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities
Experience with CRM applications

ESSENTIAL SKILLS

The ability to work effectively with all levels of the organization to effectively complete assigned projects within the specified timeline
Strong Problem solving skills ? the ability to identify issues and either resolve or provide alternatives to meet client needs
Ability to multi-task and manage multiple priorities and commitments concurrently
Strong Internet and Web technical skills including intermediate knowledge of HTML, HTTP monitoring tools
Professional experience with Microsoft Outlook, Word, Excel, and PowerPoint.
Excellent organizational, planning, and communication skills.
Integrity, Creativity, Intellectual Curiosity, High Standards, Persistence, and Achievement oriented


HIGHLY DESIRED EXPERIENCE

Experience with audio and video production or related field.
A solid understanding of live and on-demand streaming media technologies combined with a working knowledge of audio/video streaming and codecs
Basic understanding of Flex, CSS, and JavaScript
Experience providing telephone support
Must be prepared to work occasional non-standard hours and occasional travel

Location:	Charlotte, NC United States