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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