Webinar Operations Associate

KnowFully Learning Group is growing and is currently in search of a Webinar Operations Associate! 

KnowFully Learning Group provides comprehensive and engaging continuing education for professionals at all experience levels and support those preparing for certification exams. We service two main industries - Finance/Accounting and Healthcare. Our employees are innovative and passionate about learning. We embrace each other’s differences. Through our learning initiatives and teambuilding, we have created a great place to work. If you love what you do and want to work in an environment where hard work is valued, please apply!  

This position is a technically savvy and customer-centric individual who is responsible for administering live webinars for the learners and providing customer support via phone and live chat. Proficiency in audio/video technology, combined with their strong organizational and communication skills, will play a vital role in delivering top-notch services to customers. Demonstrating a successful track record in administering daily live webinar broadcasts while upholding excellent service standards and ensuring high customer satisfaction.

Location:

Remote

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Capture, record, and deliver high quality webinar broadcasts.
• Troubleshoot technical issues that customers might have when viewing our webinars.
• Pre-production equipment tests to prevent any issues during live broadcasts and recordings.
• Handle complaints, provide appropriate solutions, and alternatives within the time limits and follow up to ensure resolution.
• Assist customers with other support related needs.
• Follow communication procedures, guidelines, and policies.
• Available for evening/weekend work when necessary.
• Other duties and responsibilities as assigned. 

Required Skills/Abilities: 

• Ability to collaborate and respond quickly. 
• Excellent organizational skills and attention to detail, accuracy, and quality.
• Excellent communication skills, both written and oral.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong Computer / Data Entry Skills – Microsoft Office Proficiency.
• Problem solving and troubleshooting skills.
• Continual focus on improvement, innovation, and creative development.
• Ability to work well independently and as a team.
• Ability to adapt to the changing needs of the company and department. 
• Ability to portray a cooperative, professional, and positive attitude towards customers, managers, and other co-workers.
• Ability to function well in a high-paced and at times stressful environment.
• Ability to multi-task in a flexible environment with minimum supervision
• Proficient with Microsoft Office Suite or related software.

Salary:

The starting salary for the Webinar Operations Associate position is competitive and will be commensurate with the candidate's qualifications and experience. The starting hourly pay is $20/hour with the potential for an annual discretionary bonus based on company and individual performance. The final offer will be determined based on factors such as the candidate's skills, education, relevant work experience, and location. The company also offers a comprehensive benefits package, including health insurance, retirement plan, paid time off, and other perks like remote work. The total compensation package will be discussed in the interview process and based on fit for the role and the organization.

The company is committed to providing a fair and competitive compensation structure that reflects the value and contributions of its employees. We believe in fostering a work environment that recognizes and rewards excellence, and we are dedicated to attracting and retaining top talent in the industry.

Education and Experience:

• BA/BS College degree; Degrees specifically in TV/Film/Video production, Communications, Computer Science, Audio/Visual, or equivalent work experience preferred.
• Live Production Experience; Experience in a live production environment, filming, and/or outputting live streaming video. 
• Remote Production Experience; Experience in a remote production environment, filming, and/or outputting live streaming video. 
• Strong Computer Skills: Experience in video/audio editing through the Adobe Suite is a major plus. HTML5 video playback knowledge a plus. Familiarity with CRM systems and practices; Microsoft Dynamics experience preferred. Experience with Webinar/video conferencing technology and using webcams. Knowledgeable in both Microsoft and Apple products.
• Experience in Customer Service, Technical Support, or related areas with direct customer communication: Phone/Live Chat support experience preferred.

Physical Requirements: 

Prolonged periods of sitting at a desk and working on a computer.

Equal Opportunity Statement:

KnowFully Learning Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.