Customer Support Representative

EventsAir

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 is 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 associations, corporates, government and universities. Capable of supporting small corporate events to large multi-faceted conferences 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 secured major investment from private equity firm, The Riverside Company, EventsAir continues to expand and accelerate its global presence in the event-tech marketplace, and we invite you to be part of this extraordinary journey.

At EventsAir, we empower event professionals with world-class technology, and we're looking for a dedicated Customer Support Representative to be the friendly, knowledgeable voice that helps our users succeed.

What You'll Do

As a key member of the support team, you'll:

• Deliver high-quality client communication, consistently meeting response time SLAs and support KPIs
• Resolve basic to moderately complex issues using our internal processes and knowledge base
• Escalate more complex issues to higher-tier support teams when needed
• Provide timely and priority support for clients during live event delivery
• Collaborate with internal teams to ensure a smooth and professional client experience

This role offers a hybrid working model—a balance of in-office collaboration and work-from-home flexibility—and involves shift-based work, including weekends as part of a rotating schedule. A monthly bonus is on offer for this role which is based on performance and monthly Customer Satisfaction Scores. There will be weekend shift allowances for weekend rostered shifts. Time in lieu will be provided for any public holiday shifts completed. 

What You'll Need 

• Great communication skills (verbal and written)
• Adaptability and flexibility along 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.

What Will you Benefit from if You Become an Airstar?

• Fantastic flexibility. We offer hybrid working to all employees regardless of role or level Need to do the school drop off or pick- no problem, want to attend that school dance show where your kid's starring center stage- no worries.
• We don't like burn out.
  We offer 3 extra days of annual leave to encourage downtime over the Christmas period and help bridge the gap between the public holidays; to spend time with family and friends.
• We love socials Socials at EventsAir are the bomb 
• Be a champion. We love to champion and promote causes close to our heart. Think: International Women's Day, R U OKAY? And many more awesome causes.
  Grow through mobility Apply for side steps, up steps and secondments through different teams when role needs arise internally
• Learn and develop. Use your personal L&D budget towards a course, or something to upskill yourself in your current role.
• Work from almost anywhere. Want a few extra days in that bustling city where you're on vacation? Or want to head overseas and be around your family for longer? Use the Work from almost anywhere policy to work from anywhere for 2 weeks a year
• Enjoy parenting Use the extra maternity and paternity leave we offer on top of your statutory allowances to spend important time with your new family. Equally, if something unfortunate occurs use our miscarriage & still birth leave policy to assist in the transitional period you are both going through.
• Struggling? Reach out to our Employee Assistance Program offered to all employees and lock in a counselling session with an expert for solid advice.
• Recognize and be rewarded. Take part in our recognition program where you can earn points and vouchers for valuable work across your role and the business.
  

Don't just be a star, be an Airstar Apply now through the link

*Recruiters need not approach us- we got this *