Senior Solutions Technician

Published date Posted on Indeed on Nov 29, 2021 (55 d ago)
About Us
Community Brands - leveling the playing field between for-profits and purpose-driven organizations
Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events; raise funds to enable their mission; and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.
We are seeking a Senior Solutions Technician to join our growing team!
A Senior Solutions Technician will provide dedicated support to assigned contracts. Support can begin during the final “walk-through” after implementation and conclude on the last day of the event. If there are multiple events each week, the Senior Solutions Technician will oversee assigned contracts during the final walk through and develop a support plan for each account. The support plan will include partnering with the Client Happiness Manager to introduce the contracted representative assigned to the event. The Senior Solutions Technician will be able to service clients virtually or physically onsite dependent on policy.
A Day in the Life:
  • Primary support representative for events during extreme volume periods.
  • Provide a support plan and manage support cases pre-event for events when in high volume periods.
  • Troubleshoot event software issues related to CB Event software solutions.
  • Escalate and/or triage client concerns and issues during the event period.
  • Manage expectations by establishing a clear line of communication and anticipating potential roadblocks.
  • The nature of the role, duties, levels of responsibility and reporting lines may be changed during the term of this agreement at the discretion of the Employer.
Pre-Event Duties
  • Introduce the Pre-Flight checklist and assist with a support plan (follow ups or check-ins after final walk through)
  • Partner with CHM to introduce the day of support. Ensure day of support understands support plan.
  • Assist support team on proper macros and process for upcoming event.
  • Provide immediate support before the event in emergency situations.
IRL Duties
  • Travel to onsite venue
  • Set Up and Break down equipment (network computers and printers) near the registration area.
  • Test equipment before service and trouble shoot any issues with equipment during service.
  • Engage clients with best practices on how to best utilize the software.
  • Provide a high response to event staff and attendees at the event venue.
Virtual Duties
  • Provide a high response to clients via email, phone, chat, and video during events:
  • Receiving and addressing technical questions/concerns from client via email, phone, and video
  • Opening Zoom sessions prior to sessions and assisting speakers with their "tech check"
  • Manage expectations and communications with the client or internal staff
  • Assist clients with screensharing or session moderation during an emergency.
  • Monitor attendee chat moderation.
We are looking for someone who:
Education
  • High-school diploma or equivalent required. Some college education preferred.
  • 1+ years as an administrator or other customer-facing role at a SaaS platform
  • Impeccable customer service skills
  • Knowledge of best practices in customer service and retention
  • Excellent analytical and problem-solving skills are a must.
  • The ability to work independently and handle multiple priorities and deadlines simultaneously is required.
Computer/Technical
  • Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
  • Demonstrate ability to learn and understand basic office software applications.
  • Zendesk experience is a plus.
Other Skills
  • Excellent verbal and written communication, organization and follow up skills.
  • Excellent relationship building skills and the ability to work both individually and as a member of a team are necessary.
  • Ability to work effectively within a fast-paced, deadline-driven environment.
  • Strong clients focus with exceptional collaborative and influencing skills.
  • Positive “can do” attitude.
  • Bonus (Not Required)
    • Experience in providing high-touch customer relationship services (e.g., support, sales)
    • Experience in event management or production, or media production
    • Basic understanding of HTML, CSS and/or JavaScript
    • Experience with Zendesk or similar CRM tools
    • Experience supporting Zoom, Skype, Vimeo or other video tools.
Working Conditions
  • Covid-19 vaccination is required before attending any event IRL.
  • Face coverings mandated by client and onsite venue.
  • Potential of large crowds
  • Available to work weekends.
  • Available to work in any time zone.
  • Travel is provided by the company.
Essential Functions
  • The ability to lift 50 pounds during set up and breakdown.
  • The ability to sit and stand for long periods of time.
  • The ability to work 8 to 12-hour shifts.
  • Extended viewing of computer screens
  • Some overnight travel required
  • Frequent walks to other parts of the venue
  • Continuous hearing
  • Use of near/midrange/far vision and speaking to disseminate information.
  • High Speed internet is required to support virtual events.
Why work here?
  • Medical, Dental, & Vision
  • 401k
  • Flexible Planned Paid Time Off
  • Generous Sick Leave
  • Casual Environment
  • Purpose Driven Culture
  • Work-life balance
  • Passionate about Community Involvement
  • Company Paid Parental Leave
  • Company Paid Short Term Disability
  • Remote Flexibility
Community Brands actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and to complete the required employment eligibility verification form upon hire.

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