Client Services & Technical Support Specialist - Days

STRICTLY NO AGENCIES. We are only accepting direct applications for this role. Any unsolicited CVs sent will be treated as a gift and will not be subject to any terms or fees. RECRUITERS: please do not call or email us regarding this role.HYBRID: THREE DAYS A WEEK IN OUR FARRINGDON, LONDON OFFICE. 9AM TO 5PM, MONDAY TO FRIDAY.Tools: the Eventogy platform, Zendesk, Jira, and AI assistants throughout.About EventogyEventogy is a UK event management SaaS company based in Farringdon, London. We are twenty years old, profitable and privately held. Our clients are large international enterprises in regulated sectors, including Deutsche Bank, Santander, BNPP, Ford, Kia, Toyota, Linklaters, Clifford Chance and Freshfields. The bar for what we ship is set by those customers, not by us.The roleThis is two roles in one, and we would rather say so up front.Half of it is technical support. You are the person our clients reach when something on the platform is not doing what they expect, and you own the problem until it is fixed.The other half is managed client service. Some clients would rather we ran their events on the platform for them, and you will do exactly that: building event websites, running registration and communications, configuring live engagement tools and producing reporting, as an extension of their own events team.The people on the other end are events and communications teams at banks, law firms and global manufacturers. They are busy, exacting and rarely technical, and every event carries their brand.What You Will DoHandle support requests and incidents by email and phone, within SLA, from first response to resolutionTroubleshoot properly: ask targeted questions, reproduce the problem, and work out whether it is configuration, user error or a genuine defectWrite clear, reproducible bug reports for engineering and keep the client informed while the fix is in progressBuild and maintain branded event websites on the Eventogy platform for managed-service clientsRun attendee registration and communications through the platform's CRM toolsConfigure live engagement tools: event apps, polling, Q&A, messaging walls and push notificationsProduce tailored reports from the Eventogy analytics suiteRun training sessions for new client users and write Help Centre guides that stop the same question being asked twiceRequirementsYou have done client-facing support on complex softwareAt least two years in technical or application support for a software product, ideally B2B SaaSComfortable on the phone with a frustrated senior stakeholder, and able to write an email a busy client will actually readYou know the difference between closing a ticket and solving a problemYou are technical enough to find the causeA working understanding of browsers, operating systems, email delivery, HTML and CSSComfortable with browser developer tools, reading an error message and working out what a user actually didAble to describe a defect so an engineer can reproduce it first timeYou can run something on a client's behalfExperience configuring and operating a feature-rich platform for someone else: event technology, CRM, marketing automation or similarMeticulous attention to detail. A typo on a bank's event invitation goes to thousands of peopleAble to run several live projects with fixed dates at once without dropping any of themNice to haveExperience with event platforms such as Cvent, Stova, Bizzabo or similarAn event management or events agency backgroundZendesk and JiraConfident, everyday use of AI tools in your workStrong Excel or reporting skillsThis probably is not for you ifYou want a fully remote role. Three days a week in Farringdon is not negotiableYou want a first-line role working from scriptsYou would rather escalate a problem than investigate itEvent dates that do not move make you uncomfortableYou need visa sponsorship, now or in the future. We do not sponsorBenefitsHow we workHybrid, three days a week in our Farringdon office: Unit 301 The Record Hall, 16-16A Baldwins Gardens, London EC1N. There is a good coffee shop next door and a food market outside9am to 5pm, Monday to FridayYou sit in the Support team and work closely with engineering and productSerious investment in AI tooling and trainingWhat we offer£38,000 to £42,000 depending on experienceCompany pension schemeGym membershipHow to applySubmit your CV and answer both questions on the application form:Tell us about a time a client was frustrated by a technical problem you could not fix straight away. What did you do, and how did it end?Describe a complex piece of software you learned well enough to configure or run on someone else's behalf. How did you learn it, and what caught you out?Applications without answers to both questions will not be reviewed.Equal opportunities and eligibilityWe are an equal opportunities employer. You must have the right to work in the UK without requiring sponsorship, now and in the future, and be currently based in the UK. We do not offer visa sponsorship for this role.NO AGENCIES.