Senior Platform Support Specialist

ON24 is on a mission to help businesses bring their go-to-market strategy into the AI era and drive cost-effective revenue growth. Through its leading intelligent engagement platform, ON24 enables customers to combine our leading first-party experiences with personalization and content as well as capture and act on engagement insights, accelerating the buyer journey and propelling pipeline forward.

ON24 provides industry-leading companies, including 4 of the 6 largest global software companies, 3 of the 5 top global asset management firms, 3 of the 6 largest global pharmaceutical companies and 3 of the 5 largest global industrial companies, with a valuable source of first-party data to drive sales and marketing innovation, improve efficiency and increase business results. Headquartered in San Francisco, ON24 has offices globally in North America, EMEA and APAC. For more information, visit

Role Overview:

The Senior Platform Support Specialist is responsible for the support of all clients who require assistance using ON24’s Webcast and Virtual Show products and platforms. This person will be able to answer or escalate all questions regarding multiple products, services and platform issues, and facilitate the resolution of questions. The Support Specialist is the primary point of contact for supporting the ON24 clients, so they must have a positive attitude and desire to help others in utilization of the ON24 applications.

Responsibilities:

Troubleshoot, resolve, and document technical issues received by ticketing system, chat, email and telephone inquiries.

Participate on the Emergency Escalation Line during and after hours (staffed 24x7x365)

Assist in maintaining the knowledge base of known technical issues and platform information

Document tickets / chats managed in the support system for reporting and statistical analysis

Provide support for webcast platform as needed.

Skills & Experience:

At least 2 years of work experience in customer technical support answering and managing technical inquiries.

A bachelor's degree or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities

Experience with CRM applications

The ability to work effectively with all levels of the organization to effectively complete assigned projects within the specified timeline and with minimal oversight.

Strong Problem solving skills and the ability to identify issues and either resolve or provide alternatives to meet client needs

Positive attitude and a desire to help others resolve problems and issues

Ability to multi-task and manage multiple (sometimes competing) priorities and commitments concurrently

Strong Internet and Web technical skills including intermediate knowledge of HTML, HTTP monitoring tools

Professional experience with Microsoft Outlook, Word, Excel, and PowerPoint.

Excellent organizational, planning, and communication skills.

Integrity, Creativity, Intellectual Curiosity, High Standards, Persistence, and Achievement oriented

Highly Desired Experience:

Understanding of live and on-demand streaming media technologies combined with a working knowledge of audio/video streaming and codecs

Basic understanding of HTML, CSS, JavaScript and browser developer tools

Experience providing telephone and text-based support

Must be prepared to work occasional non-standard hours and on-call rotations.

What We Currently Offer:

An evolving tech business that moves at a fast pace, offering the best aspects of a ‘start up’ mentality day-to-day, but as part of an established and diverse multi-national with a proven product

The opportunity to take ownership – given autonomy to cultivate success in your role as part of a clear strategy and structure

An entrepreneurial environment – encouraging open dialogue for new ideas, ways of working, and innovations

A hybrid working model to be together as a group in our modern Kings Cross office (complete with coffee machine, snacks, drinks fridge, standing desks, etc)

A place to learn – heavy on personal and professional development that allows you to both soak up knowledge from some of the best in the industry, and own your own career

Competitive compensation package including equity and comprehensive benefits

Reimbursements currently covering helpful extras such as reasonable home office equipment expenses, mobile phone use, and weekly lunches provided at the office

25 days holiday as standard - plus bank holidays – and additional floating and 'wellness days to be used as you like

Office-wide events planned, organised and expertly delivered by our amazing in-house 'Culture Club', to make sure that even in a hybrid workplace we're not forgetting the importance of socialising!

EEOC:

ON24 is proud to be an equal employment opportunities (EEO) workplace to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ON24 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Pursuant to the San Francisco Fair Chance Ordinance, ON24 will consider for employment qualified applicants with arrest and conviction records.

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