Virtual Event Support Specialist

2 months ago


London, Greater London, United Kingdom AVI-SPL Full time

About the Role:

We are seeking a highly skilled Virtual Event Support Specialist to join our AVI-SPL team. As a key member of our team, you will be responsible for delivering exceptional remote virtual meeting/webcast event support and platform scheduling services to our customers.

As the initial point of contact for customers and/or Producers/Ops Teams, you will be proactive in monitoring specific mailboxes and responding to inquiries in a timely, professional, and competent manner. Your excellent communication skills will ensure that customer booking requests are delivered in accordance with Service Level Agreements (SLAs) and provide a seamless experience for both the customer and our team.

Key Responsibilities:

  • Act as the primary point of contact for customers and/or Ops Teams
  • Proactively monitor specific mailboxes and respond to/enquire on all incoming emails in a timely, professional, and competent fashion
  • Work closely with customers to ensure their booking request is delivered in accordance with SLAs and provide a great customer experience
  • For conference production, connect and monitor video conferences on various platforms to create virtual platform links/invites, modify meeting capabilities based on requirements, provide client discovery meetings, Meet & Greet services, and end-to-end technical meeting support
  • Troubleshoot any technical issues during a meeting or event and provide alternative options for connection if necessary
  • Record conference details accurately in shared databases and liaise with Helpdesk teams on tickets and troubleshooting when required

General Responsibilities:

  • Answer phones, respond to emails, chat, and alarms in support of ongoing events
  • Deal with all inbound service requests and enquires in real-time, professionally, and competently
  • Book all events accurately, professionally, while delivering a great customer experience
  • Perform escalated troubleshooting and training to customers and internal teams as needed
  • Provide dedicated support for meetings/events and data entry into departmental databases
  • Consult with the immediate Supervisor on any failures resulting from an event
  • Attend department meetings and trainings as needed
  • Maintain expertise in virtual conference platforms and webcasting platforms

Job Requirements:

  • Strong written and oral communication skills
  • Excellent problem-solving, customer service, and troubleshooting skills
  • Good working knowledge of remote VC services and platforms
  • Ability to effectively interact with employees, customers, and colleagues
  • Attention to detail and ability to meet necessary guidelines

Estimated Salary: $60,000 - $80,000 per annum, depending on location and experience.



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