Software Support Consultant

7 months ago

Eight Mile Plains, Australia EventsAir Full time

**A bit about us**

EventsAir is a leading provider of award-winning event management software to organisers of in-person, hybrid and virtual events. Our software is used extensively across the APAC region and growing rapidly around the globe with an expanding presence in North America and Europe.

As a technology leader with a long 30-year heritage in the event-tech industry, our platform and services are trusted by more than 1100 professional conference organisers, associations, corporates, government, and universities. Capable of supporting small corporate events to large multi-faceted conference and exhibitions, the EventsAir platform has been used for some of the world's most demanding events including the Rugby World Cup, London Olympics and Birmingham Commonwealth Games.

Having recently secured major investment from private equity firm, The Riverside Company, EventsAir is now poised to expand and accelerate its global presence in the lucrative event-tech marketplace.

**The Software Support Consultant**

You will lead overall inbound and outbound demand generation and sales funnel activities as well as develop and implement high-impact strategic campaigns and tactical programs across our key demographics and verticals, sitting in the Global Support Team, in our Brisbane Head Office. This role is responsible for providing day to day support to our customers on their questions relating to the EventsAir software. You will excel in understanding our customer's needs and provide solutions with a professional and collaborative approach.

**What will you be doing in the role?**
- Proactively engage, support and assist customers with any support queries regarding the software
- Help with customer event builds within EventsAir
- Assist in HTML and CSS queries
- Provide assistance with the setup and delivery of live customer events
- Troubleshoot issues faced by clients while using the software
- Follow proper escalation procedures for critical matters and manage customer expectations
- User acceptance testing on certain new features before releases
- Provide Live support for contracted event attendees through the virtual portal
- Work better with other cross-over departments to assist customers better whether through education, training, consultation or services

**Is it you we're looking for?**

To be considered successfully for our opportunity, you will require:

- Great communication skills (verbal and written)
- Adaptability and flexibility long with an empathetic attitude to all customers, especially those that may struggle with the software or who are under pressure
- Multi-task with great attention to detail during troubleshooting to cover all scenarios
- Basic software support knowledge or experience in a similar role
- Relevant tertiary qualifications
- Ability to work rotational shift work to cover APAC/EMEA/AMERICAS regions
- Additional software knowledge (HTML, CSS, Javascript etc.) will be an advantage

**Why join EventsAir**

We push the limits of what is possible every day. We are a down to earth bunch. We have fun and are super dedicated. What motivates us to get out of bed every morning? The challenge to develop and create the world’s best events management platform.

Additionally, we offer our team some great benefits:

- Hybrid workplace, strike a balance coming into the office and WFH
- 12 weeks paid paternity/maternity leave for primary carer plus two weeks for secondary carer
- Miscarriage and still birth paid leave for both parents
- Dedicated learning and development fund for each employee
- Paid volunteer leave
- Extra 3 days paid annual **leave** over the holiday season
- Plus team building activities and social get-togethers

**Do we float your boat?

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