Customer Support Representative

Fairfax, VA, United States

Notified is hiring a Customer Support Representativeto assistclients with hosting online events & testing of the Investor Relations (IR) platform, work with clients to run an event and assist them with any issues that arise. The Customer Support Representative will also document & understand client requirements while communicating to appropriate internal teams and respond to clients’ requests and concerns in a timely and accurate manner.

The location is 4114 Legato Road, Fairfax, VA 22033.

This position will offer a hybrid work schedule; Tuesday, Wednesday & Thursday in the office with the option of working remotely on Monday & Friday.

This benefits eligible position will be 35 hour per week during non-peak season. During peak periods (see below), the employee will be required to work up to 40 hours weekly, Monday – Friday. Time & a half will be paid for hours worked over 40. The peak periods are approximately:

The end of January – mid-March

April

May

The end of July to mid-August

Mid-October – mid-November

Essential Duties:

Support high profile clients in a timely and accurate manner

Support events: Live, Pre-Records, Dry runs, tests, and demos/or additional sessions as needed where business deems appropriate.

Ensure all events are delivered accurately within the established service level agreement.

Be flexible on certain date/times due to the business needs

Keep up to date on all product function, trainings, and release dates

Document and understand clients’ requirements while communicating to appropriate internal team members

Respond to internal/external clients’ requests and concerns in a timely and accurate manner

Establish and maintain a professional relationship with internal/external customers and team members

Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems

Ability to escalate to supervisor/management any situation outside the employee’s control that could adversely impact services

Provide guidance to new clients to help them understand internal processes and workflow

Participate in weekly meetings with teams to review accounts and concerns

The job description documents the general nature and level of work, but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents

Consequently, job incumbents may be asked to perform other duties as required

Mental and Physical Requirements

The nature of the work in this position is sedentary and the incumbent will be sitting in front of a computer and communicating with internal/external clients via chat or online.

Essential mental functions of this position include concentrating on events, chats and emails throughout the workday

Minimum Qualifications

A professional, clear, and concise telephone manner

Excellent customer service skills and rapport building skills

Punctual and dependable

Not afraid to ask to questions & point out discrepancies

Solution based thinker: Someone able to resolve problems by clarifying issues, conducting research and testing, explore solutions and answers and escalate unresolved issues.

You should have the ability to apply product and service information to specific situations and requests, by clarifying desired information, researching, locating, and providing information.

Process-orientated

Education

High School diploma of GED required

Additional education may be required based on individual projects and/or location.

Experience

Minimum one year experience providing customer service required, preferably in the conference industry

Basic knowledge in web conferencing platforms (Live meeting, WebEx, Adobe Connect) preferred

Knowledge of MS Word, and Excel required

Knowledge of computer keyboard and mouse

Based on Project and/or Location of Project you may be required to:

Demonstrate fluency in English and/or other specified language (e.g., Spanish, French, etc.) depending on the position

Ability to pass standardized interview

Ability to work flexible schedules

Ability to clearly communicate using a clear, distinct voice

Ability to read scripted presentations verbatim or paraphrasing and customizing the presentations to meet client requirements and bring customer issue to resolution

What’s next…

Qualified candidates will be contacted by a member of our in-house recruitment team to kick-start the recruitment process (preliminary assessments and/or telephone interview).

Don’t meet every single requirement?

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Notified, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidates for this or other roles.

ABOUT NOTIFIED

Notified is committed to creating a more connected world by providing you with the tools you need to amplify your story. Together, our platform and our people elevate public relations, investor relations, and marketing for over 10,000 global customers.

We believe everyone has a story to tell and we’re passionate about helping people and brands amplify their stories across the globe. We are proud to be the number one provider of enterprise webcasting and investor relations content distribution, as well as a global leader in press release distribution. Our clients have used Notified to monitor over 2 billion social media conversations and every year we run more than 100,000 events!

Our products are built so storytellers can do their best work. But we’re not just a platform—personalized, caring service is how we operate. We add a personal touch to everything we do. We strive to deliver wisdom and insight by helping our clients reach global and targeted audiences, measure outcomes, and fulfill their commitments.

CULTURE AND BENEFITS

At Notified, we aim to help our employees and their families maintain a healthy work/life balance and build a financially secure future. Self-development and learning are key with all our global employees having access to our internal learning and development university DevelopU for career and skills enhancement.

EXAMPLE OFFERINGS:

International work environment – we have offices in 17 countries

Opportunities for innovation and creativity

Hybrid work schedule (office/home)

Comprehensive health insurance with localized options

Extensive learning opportunities via our in-house virtual university with >8,000 online courses, videos, business books and certification preps

Location-specific social outings and company events with amazing colleagues, such as laser tag, board game night, and company-wide trivia night

Equal Opportunity Employer/Veterans/Disabled

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