Platform Support Specialist ON24
The Platform Support Specialist is responsible for the support of all clients who require assistance using ON24?s Webcast and Virtual Show products and platforms. This person must be able to answer or escalate all questions regarding multiple products, services and platform issues, and facilitate the resolution of questions. The Support Specialist is the primary point of contact for supporting the ON24 clients, so they must have a positive attitude and desire to help others in utilization of the ON24 applications.
Reports to: Platform Support Manager
Organization Unit: Account Management and Platform Support
PRIMARY RESPONSIBILITIES ? Your responsibilities include, but are not limited to:
Troubleshoot, resolve, and document technical issues received by ticketing system, chat, email and telephone inquiries.
Assist in maintaining the knowledge base of known technical issues and platform information
Document tickets / chats managed in the support system for reporting and statistical analysis
Provide support for webcast platform as needed.
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
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
Positive attitude and a desire to help others resolve problems and issues
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
Understanding of live and on-demand streaming media technologies combined with a working knowledge of audio/video streaming and codecs
Experience providing telephone and chat based support
Must be prepared to work occasional non-standard hours
||Charlotte, NC |