Event Support Analyst I
Job Summary:
The Event Support Specialist is responsible for providing event support assistance for all inbound inquiries. They handle calls, e-mails and chat inquiries for all Reed Exhibitions events. Inquiries are from all event attendees across all Reed Exhibitions. The questions vary from registration, general show info, pricing, etc.
Accountabilities:
- Respond quickly and efficiently to customer queries via chat, e-mail and / or phone
- Proactively seek out information about each show to be able to provide accurate information to customers
- Listen actively, identify customer needs and deliver excellent service at every interaction that reinforces RX as a supplier of choice
- Ensure all communication, written or verbal is clear, concise, polite and informative
- Provide ad-hoc support to show teams
- Take ownership of queries from start to finish
- Ensure tasks and workload are completed to agreed SLA
Hard/Technical, Soft Skills and Complimentary Skills:
- Basic skills in using and navigating Salesforce/Helpr/Outlook
- Basic skills in using and navigating through different show websites
- Basic skills in using and navigating through different registration tools and ticketing systems
- Basic skills in using Microsoft Office applications
- Basic skills in using telephonic system (Jabber, Enghouse Touchpoint, MS Teams Voice)
- Exhibits core comptencies based on Customer Support function
- Keen attention to details
- Strong verbal and written communication skills
- Experience in back office support for emails and chat
- Call Taking experience
- Project Coordination
- Stakeholder Management
About you
Bachelor's degree
Prior relevant training or related work experience
Able to follow set instructions and processes to complete work
Can perform tasks well without supervision and can apply skills on the job
Working knowledge and skills in event support or customer service
Proactive in seeking out information about each show to provide accurate information to customers
Ability to listen actively and identify customer needs
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
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