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Support Engineer

Support Engineer

Job ID 
2017-9227
# Positions 
2
Location 
US-IL-Chicago
Posted Date 
10/12/2017
Category 
Exhibitions/Events
Company 
onPeak|GES

More information about this job

Overview

At Visit by GES, we develop innovative registration software applications for exhibitions and events. Our products are designed to collect visitor registration data and sales leads for exhibitors, and then mine that data to extract intelligence for the event organizer. We develop the complete products, from start to finish.  Over the last 20 years, we have grown steadily to become a leading event registration, ticketing and data intelligence company. We now aim to achieve similar coverage across the Far East region.  Today, over 800 event organizers utilize our software and services to collect, understand and monetize their data. Last year, Visit (our SaaS platform) was deployed in 40+ countries to welcome and track in excess of 2.8 million visitors.  We promise cutting-edge SaaS (software as a service) solutions that enable Clients to in-source key skills and knowledge and attract more visitors; empower exhibitors to achieve RoI from their participation; and, through data intelligence, to better understand their customers and improve their events.  We have offices in the Netherlands, United Kingdom, United States of America, Far East and UAE and a network of accredited partners across the globe. 

 

The Role: 

  • Reporting to the “General Manager Americas | Canada”, your role is to provide technical and customer support to the event organizers and their exhibitors who have purchased our products.
  • Building onsite Registration systems and delivering a welcome experience to our clients and the event visitors.
  • Plan and deliver all technical related elements required in the signed Customer Contract.
  • Provide technical support to your allocated client base not only during the set up for the shows but throughout the year.

Responsibilities

  • Work closely with the General Manager and/or Client Managers to understand the scope and requirements of the events.
  • Plan and deliver client requirements.
  • Provide comprehensive, clear, support to event organizers and their exhibitors, by phone, email and face to face on site.
  • Feedback commonly reoccurring issues to development for fixing in next releases.
  • Feedback on client requested improvements for the development Roadmap.
  • Pre-show data management and set up.
  • To complete data cleansing and post show IT support as required.
  • Assist in collating FAQ’s to ensure documentation is up to date and relevant and to be available to the CM team to ensure knowledge is shared.
  • Provide technical and customer support.
  • Input and support the General Manager and Client Managers at client update meetings when required.
  • Support the client in back office use of the system.
  • Quality control all completed deliverables to ensure they have been delivered accurately to the specification. Identify any event requirements which are outside the scope of the contract and ensure the CM sends the customer a quote for delivery if agreed.
  • Monitor progress and report on activities and provide relevant management information.
  • Develop and implement ideas for constantly improving delivery and deliverables to all clients.
  • Liaise and attend meetings with other company departments and clients as necessary to perform duties and aid the business development.
  • Attend training and to develop relevant knowledge and skills.

Qualifications

Education

High school diploma or equivalent.  Ability to grasp computer based systems and has a working knowledge of data. An understanding of Networking and having the ability of setting up Hardware for Event Registration systems or similar. HTML exposure would be preferred.

 

Experience

  • We are looking for a data savvy, computer literate individual with excellent verbal and written communication skills.
  • This person needs to be comfortable talking to customers.
  • Ability to travel across the US, can be up to 50%, as well as working non traditional hours/days while travelling.
  • Prefer experience as a Support Engineer in the Events Industry or a similar discipline.
  • Working knowledge of HTML and have a basic knowledge about networking, and a thirst to learn.
  • Experience using a Ticketed Support System would be advantageous – ie Zendesk or a similar product.
  • Sales Force experience preferred.

 

Work Environment

We help exhibition organisers around the world, increase visitors, create happier exhibitors and deliver greater insight on their events. We select only the most exceptional colleagues with an ambition to make their mark in the company. The learning curve is steep, but exhilarating. Every project presents a new chance to develop creative solutions to an event organisers needs. Together, we will achieve great things and when you join our team, you’ll know exactly what we stand for. On every project, we align our goals of More Visitors, Happier Exhibitors & Greater Insight with those of our clients.

 

We expect every team member around the world to contribute to the team so that we deliver the best possible solutions for our clients. As colleagues, we support, challenge and inspire one another every day; that camaraderie, combined with training and mentoring, leads us to accomplish more than we thought possible.

 

And, we like to have a lot of fun too. Check us out at  http://visit.ges.com/ to see what we’ve been up to recently.

 

BENEFITS:

Our team members are our family, so we help our team members care for their families. The rewards of joining GES are extensive. We offer a comprehensive benefits package to all full-time employees. Here are some of the highlights:

  • Competitive salaries
  • 401K with company match
  • Healthcare/vision/dental insurance
  • Wellness benefits
  • Career development program
  • Tuition reimbursement program
  • Employee assistance program
  • Vacation time
  • Community involvement opportunities
  • Team activities

And much more……

 

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