At a Glance
- Tasks: Support clients using ON24’s Webcast and Virtual Show products, resolving technical issues.
- Company: Join ON24, a leader in intelligent engagement platforms for top global companies.
- Benefits: Enjoy a hybrid work model, competitive pay, and perks like free lunches and wellness days.
- Other info: Work in a modern office with a vibrant culture and opportunities for professional development.
- Why this job: Be part of a fast-paced tech environment that values innovation and personal growth.
- Qualifications: 2+ years in customer support, a degree or equivalent experience, and strong problem-solving skills.
The predicted salary is between 36000 - 60000 £ per year.
ON24 is on a mission to help businesses bring their go-to-market strategy into the AI era and drive cost-effective revenue growth. Through its leading intelligent engagement platform, ON24 enables customers to combine our leading first-party experiences with personalization and content as well as capture and act on engagement insights, accelerating the buyer journey and propelling pipeline forward.
ON24 provides industry-leading companies, including 4 of the 6 largest global software companies, 3 of the 5 top global asset management firms, 3 of the 6 largest global pharmaceutical companies and 3 of the 5 largest global industrial companies, with a valuable source of first-party data to drive sales and marketing innovation, improve efficiency and increase business results. Headquartered in San Francisco, ON24 has offices globally in North America, EMEA and APAC. For more information, visit
Role Overview:
The Senior 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 will 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.
Responsibilities:
Troubleshoot, resolve, and document technical issues received by ticketing system, chat, email and telephone inquiries.
Participate on the Emergency Escalation Line during and after hours (staffed 24x7x365)
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.
Skills & Experience:
At least 2 years of work experience in customer technical 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 and with minimal oversight.
Strong Problem solving skills and 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 (sometimes competing) 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
Basic understanding of HTML, CSS, JavaScript and browser developer tools
Experience providing telephone and text-based support
Must be prepared to work occasional non-standard hours and on-call rotations.
What We Currently Offer:
- An evolving tech business that moves at a fast pace, offering the best aspects of a ‘start up’ mentality day-to-day, but as part of an established and diverse multi-national with a proven product
- The opportunity to take ownership – given autonomy to cultivate success in your role as part of a clear strategy and structure
- An entrepreneurial environment – encouraging open dialogue for new ideas, ways of working, and innovations
- A hybrid working model to be together as a group in our modern Kings Cross office (complete with coffee machine, snacks, drinks fridge, standing desks, etc)
- A place to learn – heavy on personal and professional development that allows you to both soak up knowledge from some of the best in the industry, and own your own career
- Competitive compensation package including equity and comprehensive benefits
- Reimbursements currently covering helpful extras such as reasonable home office equipment expenses, mobile phone use, and weekly lunches provided at the office
- 25 days holiday as standard - plus bank holidays – and additional floating and \'wellness days to be used as you like
- Office-wide events planned, organised and expertly delivered by our amazing in-house \'Culture Club\', to make sure that even in a hybrid workplace we\'re not forgetting the importance of socialising!
EEOC:
ON24 is proud to be an equal employment opportunities (EEO) workplace to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ON24 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Pursuant to the San Francisco Fair Chance Ordinance, ON24 will consider for employment qualified applicants with arrest and conviction records.
#J-18808-LjbffrSenior Platform Support Specialist employer: ON24
ON24 is an exceptional employer that fosters a dynamic and entrepreneurial work culture, allowing employees to thrive in a fast-paced tech environment while benefiting from the stability of a well-established multinational company. With a strong emphasis on personal and professional development, competitive compensation, and a hybrid working model in the vibrant Kings Cross office, ON24 provides ample opportunities for growth and innovation, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Platform Support Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ON24. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ON24 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Platform Support Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ON24:Your cover letter is your chance to shine! Tell us why you want to work at ON24 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ON24!
How to prepare for a job interview at ON24
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
