Online Event Support Agent
Description:
- The Live Online Event Support Agent at Tergar International will monitor our cloud-based customer support software (Freshdesk) before and during live online events to assist attendees with issues they might experience accessing webinars, meetings, and the resources related to them.
- Cover customer support with our cloud-based Customer Support Software (FreshDesk) while Tergar live online events are running.
- Attending one pre-event preparation meeting, to get set up for the online event.
- Coordinate work coverage with the Event Agent Coordinator, ensuring the presence of a customer service agent at critical times during live online events.
- Attending customer support training to familiarize oneself with the most common problems users experience during live events and learning the various ways to troubleshoot these issues so that customers don’t miss any part of scheduled sessions.
- Using translation software to support customers writing to us in any language.
- When necessary, escalate complex issues to designated specialists.
- As one grows comfortable, responding to support requests not related to current live events.
Requirements:
- Proficiency in English.
- Excellent interpersonal and customer service capabilities.
- Effective problem-solving skills for technical challenges.
- Self-reliant and intrinsically motivated.
- Strong written communication skills.
- Customer-focused mindset, warmth, patience, friendliness.
- Proficient in computer usage and open to learning new software, including: Tergar Events Platform Backend Customer Support Suite (Freshdesk).
- Familiarity with Google Suite, Zoom, and WhatsApp.
- Familiarity with Tergar International programming.
- Chinese language proficiency is highly valued.
Benefits: