Solutions Specialist Tier IIntrado

Job Summary: Responsible for assisting clients with hosting online events; assist in building and running clients webcast/online events; work with the clients to understand their online communication objectives and assist them with any issues that arise; document and understand clients requirements while communicating to appropriate internal teams; respond to clients request and concerns in a timely and accurate manner
Essential Duties:
Serve as a primary point of contact to assigned clients organizations from inception through execution to completion to understand their conferencing business objectives while assisting them with any issues that arise
Provide guidance to new clients to help them understand internal processes and workflow
Support high profile clients ensuring they are assisted in a timely and accurate manner
Support the transition of accounts for clients ensuring the transition is handled smoothly
Responsible for supporting webcasting clients with the participation of campaign related meetings, audio bridging for backup, branding and customization of the webcasting console, webcasting platform registration customization
Keep up-to-date on all product features, functions and release dates
Document and understand clients requirements while communicating them to appropriate internal team members
Create and maintain up-to-date clients files
Ensure all scheduled live events/dry runs/presenter trainings and/or additional sessions for clients are accurately provisioned, coordinated and delivered within the established service level agreement.
Support live events/dry runs/presenter trainings and/or additional sessions on an as needed basis and as the business deems appropriate.
Responsible for tracking and submitting services delivered to billing
Responsible for entering quality tickets to document clients facing instances
Respond to clients requests and concerns in a timely and accurate manner
Continually keep up to date on event technology, and capabilities to assist clients
Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
Proactively seek internal operational support and coverage to ensure assigned clients' live events/dry runs/presenter trainings and/or additional sessions are assigned and supported by an Event Specialist/Sr. Event Specialist.
Minimum Qualifications:
High School diploma of GED required
Bachelor's Degree/Certificate in Information Technology, Multimedia/Communication Arts, or a similar discipline preferred
Additional education may be required based on individual projects and/or location
Minimum one year experience providing customer service required, preferably in the conference industry
Strong Japanese language verbal and written communication skills - must be fluent in Japanese
Strong English language verbal and written communication skills.
Technology savvy, good working knowledge of Microsoft Office applications (Word, Excel, PowerPoint, etc.)
Basic knowledge in web conferencing platforms (Live meeting, WebEX, Adobe Connect) preferred
Desired attributes:
Highly detail-oriented, well-organized, and able to effectively manage workload under pressure
Able to solve problems and command decisions.
Able to work independently and collaborate with colleagues
Self-driven, has a positive attitude and strong work ethic
Ability to work flexible schedules
Qualifications
Job Summary: Responsible for assisting clients with hosting online events; assist in building and running clients webcast/online events; work with the clients to understand their online communication objectives and assist them with any issues that arise; document and understand clients requirements while communicating to appropriate internal teams; respond to clients request and concerns in a timely and accurate manner
Essential Duties:
Serve as a primary point of contact to assigned clients organizations from inception through execution to completion to understand their conferencing business objectives while assisting them with any issues that arise
Provide guidance to new clients to help them understand internal processes and workflow
Support high profile clients ensuring they are assisted in a timely and accurate manner
Support the transition of accounts for clients ensuring the transition is handled smoothly
Responsible for supporting webcasting clients with the participation of campaign related meetings, audio bridging for backup, branding and customization of the webcasting console, webcasting platform registration customization
Keep up-to-date on all product features, functions and release dates
Document and understand clients requirements while communicating them to appropriate internal team members
Create and maintain up-to-date clients files
Ensure all scheduled live events/dry runs/presenter trainings and/or additional sessions for clients are accurately provisioned, coordinated and delivered within the established service level agreement.
Support live events/dry runs/presenter trainings and/or additional sessions on an as needed basis and as the business deems appropriate.
Responsible for tracking and submitting services delivered to billing
Responsible for entering quality tickets to document clients facing instances
Respond to clients requests and concerns in a timely and accurate manner
Continually keep up to date on event technology, and capabilities to assist clients
Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
Proactively seek internal operational support and coverage to ensure assigned clients' live events/dry runs/presenter trainings and/or additional sessions are assigned and supported by an Event Specialist/Sr. Event Specialist.
Minimum Qualifications:
High School diploma of GED required
Bachelor's Degree/Certificate in Information Technology, Multimedia/Communication Arts, or a similar discipline preferred
Additional education may be required based on individual projects and/or location
Minimum one year experience providing customer service required, preferably in the conference industry
Strong Japanese language verbal and written communication skills - must be fluent in Japanese
Strong English language verbal and written communication skills.
Technology savvy, good working knowledge of Microsoft Office applications (Word, Excel, PowerPoint, etc.)
Basic knowledge in web conferencing platforms (Live meeting, WebEX, Adobe Connect) preferred
Desired attributes:
Highly detail-oriented, well-organized, and able to effectively manage workload under pressure
Able to solve problems and command decisions.
Able to work independently and collaborate with colleagues
Self-driven, has a positive attitude and strong work ethic
Ability to work flexible schedules
Intrado

Makati City, Metro Manila
Permanent
Full-time