Eventcube is a technology business specialising in the delivery of white label event platform solutions across the ticketing and membership sector.
Founded in 2014 as a fully independent, bootstrapped business, Eventcube has enabled hundreds of thousands of events across sport, entertainment, education and media and over 7 million people have attended events powered by Eventcube.
With a focus on refining the product through user-centric design processes, Eventcube have created a robust, scalable platform that delivers growth for clients through technology.
We are seeking a motivated candidate within our support team. As a small company, the support team directly interfaces with the Product and development teams meaning there is potential for significant career progression and the ability to work directly with a wide range of touchpoints of the business.
Key Areas of Responsibilities
Managing our day-to-day client support desk:
- Understanding the Eventcube platform in detail to be able to assist with most queries (training will be provided)
- Responding to clients in good time and making sure their requests are received, understood and triaged.
- Replicating reported issues by clients logging these on the system as required.
- Logging tickets within our project tracking system for client requests for the project manager to review and pass to development
- Helping clients find the correct answer on system questions they have and writing knowledge base articles for frequently asked questions.
Knowledge Base:
- Writing knowledge base articles on system features for clients to view and self-resolve issues
- Making sure these articles are up to date, with screenshots etc if the system has been refactored, redesigned etc
- Writing knowledge base articles for new system developments, so they are uploaded at the same time as deployments
End-customer support desk:
- Making sure customers are responded to in good time and in a polite manner
- Building relationships with store owners and communicating with them in order to find the correct answer for a customer. EG, not refunding a customer without permission from the event organiser.
- Making sure macros are up to date to speed up response times
- Reviewing analytics on Zendesk and providing reports to the team on the amount support tickets being logged
- Providing updates on support and ways to better our support system, be that through live chat etc
Desired skills & experience
Training will be provided but the ideal candidate will have had experience with:
- 1+ years within a support, sales or customer service role.
- Previous experience using our platforms (Intercom, Zendesk, Monday) would be an advantage
- Excellent communication and timekeeping.
- Ability to self-manage time and priorities
- Ability to quickly learn, understand products and solutions
Why Eventcube?
- Ability to work remotely, with optional use of East London based offices / hybrid mix of remote/in-office.
- 28 Days Holiday
- Annual performance based bonus
- Macbook Pro or equivalent hardware budget
- Full training provided + annual training budget
- Pension
- Opportunity to travel to some selected events for on the ground support
- Regular reviews with management and the option to really help shape a growing company
