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OkWhen

All-in-one conference management and production

Customer Experience Coordinator

Customer SupportConfirmed live in the last 24 hours
Full-timeDunwoody, GA, USA$30k - $35kIn-person

About the Job

Requirements

  • Excellent written and verbal communication skills.
  • Comfort speaking in front of groups or with individual presenters from varied backgrounds and professional fields.
  • Ability to moderate online sessions and troubleshoot issues quickly, calmly, and effectively.
  • At least 2 years of experience in a customer support, customer success, or community-facing role.
  • Ability to stay organized, adapt, and multitask in a fast-paced environment.
  • Comfort learning new software and helping others navigate it.
  • Comfort contributing to process and resource creation.
  • Ability to work independently with minimal support while using available resources.
  • Familiarity with customer-support or collaboration tools such as Zendesk, Unity Intercom, Slack, or Zoom.

Responsibilities

  • Provide customer support through chat, email, and video during business hours and live events, including some non-standard hours.
  • Resolve platform questions through the ticketing platform, involve other teams or departments when escalation is necessary, and follow applicable key performance indicators or service-level agreements.
  • Maintain in-depth knowledge of the platform's features and functionality to guide customers.
  • Connect end users with appropriate contacts for issues or inquiries outside the team's scope.
  • Respond promptly to customer inquiries across email, chat, social media, and other channels while following applicable key performance indicators or service-level agreements.
  • Communicate professionally and empathetically with clients and end users while working within the platform's and production capabilities' practical boundaries.
  • Moderate live virtual events, including during non-standard hours, and support presenters and attendees.
  • Prepare presenters for events with technical checks.
  • Troubleshoot platform or setup issues that could prevent presenters from hosting events or end users from participating.
  • Monitor chat engagement and event flow, addressing issues that could affect event quality.
  • Maintain smooth production and a stable, positive experience throughout each event.
  • Escalate production or platform issues to the appropriate team member or department concisely and promptly.
  • Guide users in effective use of the platform by providing helpful resources.
  • Help develop educational content, including frequently asked questions, help articles, and training materials.
  • Identify gaps in user understanding and collaborate with the Customer Experience Manager and other team members to address them.

Desired Qualifications

  • Experience supporting live or virtual events.
  • Experience working in a team-oriented environment.
  • Familiarity with creating customer-facing documentation or training content.

About the Company

OkWhen

All-in-one conference management and production

OkWhen provides an all-in-one conference management system that combines software with full-service event production. It runs a unified platform for planning, marketing, registration, attendee engagement, on-site coordination, and hybrid streaming, all from a single vendor, with StreamCase supporting up to 16 live-stream tracks. It differentiates itself by bundling technology with professional AV, stage design, and hybrid streaming, eliminating the need to source multiple vendors, and it earns revenue from bundled packages designed to boost profitability through automation and on-demand sales. Its goal is to simplify conference logistics, increase client revenue, and help organizations run seamless events across more than 20 industries.

Company size
1-10
Company stage
Not listed
Total funding
Not listed
Headquarters
United States
Founded
2018

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