Remote Conference Producer (Remote if in UK)

at  AVISPL

JOB SUMMARY:

Perform as part of the AVI-SPL team by delivering remote virtual meeting/webcast event support & platform scheduling services for customers.
The Conference producer will be the initial point of contact for customers and/or Producers/Ops Teams. Responsibilities include responding to phone calls, e-mails, ticket queues, all scheduling enquires, working with the customers to correctly provision and book their events, launching and troubleshooting multiple virtual meetings on differing platforms, opening and escalating tickets for customer issues, and keeping the team updated because of the 24/7 environment.
The Conference producer will participate in on-going training and certification efforts to ensure his or her knowledge base remains current in support of advanced technology solutions. This person will work closely with other members of the team, so that he or she is well versed in learning the technical acumen and standard methods of operation within the organization.

JOB QUALIFICATIONS:

The ideal candidates for this position will be able to think and work independently and meet necessary guidelines above. They will be able to effectively interact with employees, customers, and colleagues and demonstrate the ability to successfully handle multiple tasks / projects. Other qualifications would include attention to detail, strong written and oral communication skills, excellent problem solving, customer service and troubleshooting skills. Good working knowledge of remote VC services and platforms will be required.
This position represents an excellent opportunity for someone looking to advance their career with a professional organization

JOB RESPONSIBILITIES:

• Responsible for acting as the primary point of contact for customers and/or Ops Teams
• Proactively monitor specific mailboxes and respond to / take action on all enquires that arrive in a timely, professional and competent fashion
• Work with customers to ensure their booking request is delivered in accordance with SLAs and in relation to the experience with the team as well as the delivery of the event
• For the conference production element, connect and monitor video conferences on varies platforms to;
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• Create virtual platform links/invites

• Modify all relevant meeting capabilities based on requirements
• Provide client discovery meetings to understand meeting/event scope
• Provide Meet & Greet services (live audio and video checks)
• Provide end-to-end technical meeting support including but not limited to content sharing, attendee management, presenter management polling, Q&A, breakout sessions and general platform expertise.
• Troubleshoot any technical issues during a meeting or event
• If a problem is identified with a specific site during the Meet & Greet process or during the conference, provide alternative options for connection
• Monitor conferences live in person or via computer desktop
• Record conference details accurately in shared databases including but not limited to Service NOW, SharePoint
• Liaise with Helpdesk teams on tickets and troubleshooting when required

GENERAL RESPONSIBILITIES

• Answer phones, respond to emails, chat and alarms in support of on-going events
• Deal with all inbound service requests and enquires in a real time, professional and competent manner
• Book all events accurately, professionally, while delivering a great customer experience
• Perform escalated troubleshooting and training to customers and internal teams as needed
• Provide dedicated support for meetings/events
• Data entry into department database
• Consult with the immediate Supervisor on any failures resulting from an event
• Attend department meetings and trainings as needed
• Expert in virtual conference platforms and webcasting platforms
• All other related duties