Job Description

Cvent is a global meeting, event, travel, and hospitality technology leader, with more than 4,000+ employees worldwide. As a leading cloud-based technology company, we have over 28,000+ customers, including 80% of the Fortune 100 companies, in more than 100 countries. Cvent’s software solutions optimize the entire event management value chain and have enabled clients around the world to manage hundreds of thousands of meetings and events. In addition to helping event planners navigate every aspect of the event process, we also provide an integrated platform to hoteliers to help create qualified demand for their hotels, manage that demand more efficiently, and measure their business performance in real-time. What You Will Be Doing

• Function Independently, execute and improve best practices in Customer Support through continuous assessment and feedback from departmental leaders.
• Learn the entire event platform quickly and gain SME expertise supporting enterprise customers
• As requested, provide support to new hires on support policies and customer services issues and initiatives.
• Maintain a high level of knowledge on general computer skills.
• Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction.
• Work with development to ensure defects are handled appropriately including the facilitation of communication between development and the customer
• Provide first line diagnostic/troubleshooting support and technical expertise to customer and troubleshoot/resolve specific product related issues while maximizing customer satisfaction.
• Provide assistance with explanation of product features, installation and configuration of product upgrades and software patches to customers, Account Managers, CSA’s and Deployment Engineers, etc.
• Provide trainings and best practice tips to hotels and event organizers from around the world using the Cvent Supplier
• Network to market and sell group business
• Create and maintain all product documentation
• Document all communication with the client in Cvent s CRM software
• Strive to meet weekly activity metrics as well as quarterly performance assessments

• Quick learner, with a positive attitude and ability to work well within a team
• Bachelor s degree with strong academic credentials.
• Excellent communication skills (verbal and written)
• Experience that involves working on Custom tasks & Projects preferably in software and technical background
• Strong business acumen, ethics and high integrity
• Candidate must rank within the top 20% of their present team
• Proficiency in MS Office applications
• Candidates should be ready to work 24x7, shift depending on client’s requirement
• Must be articulate, organized, detail-oriented and have the ability to multi-task
• Should have 5 - 6 years of experience with a reputed organization in customer support/success role supporting US, UK or Australia clients