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Technical Account Manager / Event Support (Remote)
About Airmeet :
Airmeet - The Events Platform for Professionals
Airmeet is an all-in-one platform for communities & organizations to host interactive & immersive events, meetups & workshops online with a redefined networking experience.
Virtual Events, Real Connections!
Product & Market:
Airmeet's core focus is on creating the most inclusive & immersive virtual events platform for knowledge professionals.
Airmeet has been designed for curious souls. For leaders, professionals & the smartest people in the room. Like you.
Airmeet’s USP is its Social Lounge which enables participants to freely hop from table to table to find interesting like-minded people and build real connections with. This coupled with a loaded live broadcast experience makes Airmeet the default choice for virtual events & webinars.
Airmeet is highly scalable, secure & runs on the cloud.
Our virtual events platform is most suited for community managers, event organizers, social media, or content marketers. It's also an amazing platform for educators & workshop or bootcamp organizers.
What can you expect in the role?
An opportunity to learn more about the virtual events and remote work culture.
Coordinate with respective teams and prepare root cause analysis summary for client delivery.
Work closely with tech/product management teams to ensure timely updates and understand product growth.
Teams shift management as per the geography and manage escalations effectively.
Manage effective resource allocation that involves, rostering, absence management and handling daily reporting.
Handle hirings and other aspects of transition for new hires.
Coordinate with product management to improve the dashboard that can act as a command center for all events.
Involve in process improvement strategies with higher management and upscale the team to 100% accuracy.
Ability to encourage/influence customers to extend and/or expand use of Airmeet Platform and services.
Create and deliver reports that details service usage, summarize, highlight new platform components and identify next steps for the named accounts.
Stay current with your product knowledge of Airmeet and services.
Manage the team to work well with customers to maintain a high level of customer satisfaction and develop strong relationships.
Work in a Business Analyst's capacity to be able to recommend best practises for customer support.
Must demonstrate good judgment and pragmatic approach to delivering solutions that optimizes activities across company needs, business constraints and technological realities.
Enforce log bugs and prepare SOW for enhancement requests.
You will be a good fit if you have:
Total of 6+ Yrs of experience that includes minimum 5 yrs of experience in technical support roles in a SaaS based product company.
Should possess the ability to understand NPS, customer retention and escalation management.
Should have handled a team and managed escalations in the past for at least 2 yrs independently.
Excellent written and verbal communication.
Ability to work in a fast-paced environment.
Proactive in learning new skills and competencies of finding answers by yourself.
Prior experience in event management, Excel and handling escalations is recommended.
A proactive and professional approach, offering the highest level of support to our clients.
Handle multiple projects simultaneously. (Multi-tasking)
Brownie points for having hands-on experience with SQL or PostGres.
Domain experience or subject matter expertise in customer support, would be considered an asset
Why Join Airmeet?
Let’s talk about facts.
The world is going remote and the future of work is distributed. In such a world, learning from your peers, engaging with your tribe & building authentic professional relationships would be the key part of every knowledge professional’s life.
At Airmeet, we are laser-focused on creating the world’s best virtual events experience by designing India’s next big SaaS product company and building a unicorn (or a decacorn?) in the process.
We believe in 100% ownership & flexibility of how & where you work. As a remote-first startup, we look for only the best of the best people around the world.
Are you an A-player looking to hop on board a rocketship that’s locked, loaded & ready to blast off?