Virtual Event Producer

LifeHikes•Montclair, NJ

21h•Remote

About The Position

As a Virtual Event Producer, you’ll play a key role in supporting LifeHikes’ line of training programs called Hikes. Aspects of this position are client-facing and require strong communication, customer service, and live technical skills. You will provide technical support during live Hikes, general program support, and encourage participant engagement. This role is entirely remote with availability required during the hours of 1-5 PM GMT and flexible hours preferred.

Requirements

Skilled technical support enthusiast with strong troubleshooting skills; remains calm under pressure
Experience navigating through multiple technical product environments including Zoom, MS Teams, Microsoft 365 and the desire & ability to quickly learn more
Excellent communication, writing, and problem-solving skills
Highly detail-oriented and organized; able to manage multiple projects/events
Self-motivated and able to work independently with limited supervision
Desire to be part of a fast-paced and evolving work environment
Ability to work flexible hours to accommodate events in different regions/time zones, including early mornings or late evenings. Must be available from 12-16 UTC / 2-6pm CET / 8am-12pm ET regularly.
Experience in customer-facing roles strongly preferred; candidate must be comfortable and proficient speaking on Zoom calls with clients in English
Native or bilingual proficiency in English
Access to a computer capable of running software packages such as Zoom.us, MS Teams
Access to a strong Wi-Fi connection.
Available iPhone or iPad (compatible with iOS 12 or later) to perform the job.

Responsibilities

Responsible for providing the best customer experience
Support live customer experiences and work to exceed their expectations
Support our Voice of the Customer feedback including definition, collection, analysis and stakeholder visibility
Provide fast, easy, and measurable support
Drive customer queries from beginning to end, exceeding shared SLAs
Assist live events by providing technical support including event setup, data entry, coach support, technical issue resolution and virtual breakout room management
Work to continuously improve
Consistently look to optimize our ways of working and implement improvements
Develop an extensive understanding of LifeHikes methodology, materials and vision
Act as team players who care about success as a whole
Be a mentor and an inspiration to the team through continuous professional development, coaching, training, and feedback
Partner cross functionally on current events and future process improvements to ensure an impressive client experience at each touchpoint
Support company goals including creative ways to evolve our department to best aid in our growth