STRICTLY NO AGENCIES. We are only accepting direct applications for this role. Any unsolicited CVs sent will be treated as a gift and will not be subject to any terms or fees. RECRUITERS: please do not call or email us regarding this role.
HYBRID: THREE DAYS A WEEK IN OUR FARRINGDON, LONDON OFFICE. 9AM TO 5PM, MONDAY TO FRIDAY.
Tools: the Eventogy platform, Zendesk, Jira, and AI assistants throughout.
About Eventogy
Eventogy is a UK event management SaaS company based in Farringdon, London. We are twenty years old, profitable and privately held. Our clients are large international enterprises in regulated sectors, including Deutsche Bank, Santander, BNPP, Ford, Kia, Toyota, Linklaters, Clifford Chance and Freshfields. The bar for what we ship is set by those customers, not by us.
The role
This is two roles in one, and we would rather say so up front.
Half of it is technical support. You are the person our clients reach when something on the platform is not doing what they expect, and you own the problem until it is fixed.
The other half is managed client service. Some clients would rather we ran their events on the platform for them, and you will do exactly that: building event websites, running registration and communications, configuring live engagement tools and producing reporting, as an extension of their own events team.
The people on the other end are events and communications teams at banks, law firms and global manufacturers. They are busy, exacting and rarely technical, and every event carries their brand.
What you will do
Handle support requests and incidents by email and phone, within SLA, from first response to resolution
Troubleshoot properly: ask targeted questions, reproduce the problem, and work out whether it is configuration, user error or a genuine defect
Write clear, reproducible bug reports for engineering and keep the client informed while the fix is in progress
Build and maintain branded event websites on the Eventogy platform for managed-service clients
Run attendee registration and communications through the platform's CRM tools
Configure live engagement tools: event apps, polling, Q&A, messaging walls and push notifications
Produce tailored reports from the Eventogy analytics suite
Run training sessions for new client users and write Help Centre guides that stop the same question being asked twice
Requirements
You have done client-facing support on complex software
At least two years in technical or application support for a software product, ideally B2B SaaS
Comfortable on the phone with a frustrated senior stakeholder, and able to write an email a busy client will actually read
You know the difference between closing a ticket and solving a problem
You are technical enough to find the cause
A working understanding of browsers, operating systems, email delivery, HTML and CSS
Comfortable with browser developer tools, reading an error message and working out what a user actually did
Able to describe a defect so an engineer can reproduce it first time
You can run something on a client's behalf
Experience configuring and operating a feature-rich platform for someone else: event technology, CRM, marketing automation or similar
Meticulous attention to detail. A typo on a bank's event invitation goes to thousands of people
Able to run several live projects with fixed dates at once without dropping any of them
Nice to have
Experience with event platforms such as Cvent, Stova, Bizzabo or similar
An event management or events agency background
Zendesk and Jira
Confident, everyday use of AI tools in your work
Strong Excel or reporting skills
This probably is not for you if
You want a fully remote role. Three days a week in Farringdon is not negotiable
You want a first-line role working from scripts
You would rather escalate a problem than investigate it
Event dates that do not move make you uncomfortable
You need visa sponsorship, now or in the future. We do not sponsor
Benefits
How we work
Hybrid, three days a…