HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!
The Support Specialist acts as the frontline support for customers, assisting with product questions and technical issues. As an expert in our product and platform, you will guide customers to meet their goals and ensure their events are successful.
Support Specialists also deliver our Live Attendee Support service, providing technical and product assistance to attendees joining virtual events.
Our Support team operates 24/7 via phone, email, and chat. Flexibility in scheduling is an asset to ensure appropriate coverage and support.
General Responsibilities
- Provide inbound customer support via phone, email, and live chat, ensuring prompt and thorough resolution of inquiries
- Troubleshoot complex client issues and escalate when necessary
- Log feature requests and product ideas for Product and Engineering teams
- Test and replicate bugs or issues with the platform and escalate as needed
- Assist with data entry and manipulation using Excel, Word, and PDF
- Complete administrative tasks to support company efficiency
- Review client applications and provide feedback and suggestions
- Act as a main point of contact to facilitate smooth communication between teams
- Build relationships with EventMobi clients worldwide while learning and contributing across the company
Position Requirements
- Bachelor’s degree in any relevant field
- Minimum 3+ years of work experience in the software industry
- Proficiency in Microsoft Office applications
- Ability to contribute to a harmonious working environment and adhere to company policies
- Commitment to upholding core values and behavioral standards
- Excellent customer service, problem-solving, and analytical skills
- Flexibility and adaptability in a fast-paced environment
- Strong command of the English language, both oral and written
Nice to Have
- Experience with CRM tools such as Zendesk or HubSpot
- Background in a startup or tech company environment
- Experience working with multiple support channels (Phone, Email, Chat)
- Knowledge of the events industry
- Understanding of CSS and HTML
As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.
