Product Consultant -Icapture Support

About Cvent

www.cvent.com

Cvent is a leading meetings, events, and hospitality technology provider with more than 6,000+ employees and 34,000+ customers worldwide, including 60% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, were transforming the meetings and events industry through innovative technology that powers the human connection.

Cvents strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.

Cvent is redefining the meetings and events industry through technology that advances human connection.

AI at Cvent: Leading the Future

Are you ready to shape the future of work at the intersection of human expertise and AI innovation At Cvent, were committed to continuous learning and adaptation—AI isnt just a tool for us, its part of our DNA. Were looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, youll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.

Throughout our interview process, youll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If youre excited to be part of a team thats leading the way in AI-powered collaboration, wed love to meet you.

Recruitment Scam Notice: Beware of recruitment scams. Legitimate Cvent recruiting communications will come from accounts formatted as [HIDDEN TEXT] email address. Cvent will never request payment or ask for sensitive personal or financial information through chat or social media platforms. Cvent is not responsible for losses or damages arising from communications, payments, or disclosures made to third parties impersonating Cvent.

• If you believe a communication may be fraudulent, we strongly recommend that you dont respond and report the incident at [HIDDEN TEXT].
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• About The Role

Join the iCapture Support team as a Product Consultant, helping customers resolve product, configuration, and integration issues. Youll provide clear, timely support through chat, email, and phone, partner with internal teams on complex cases, and assist customers during critical events

• Provide timely and high-quality support to customers through chat, email, and phone
• Troubleshoot complex iCapture product, configuration, and integration issues
• Investigate customer issues, identify root causes, and provide clear, actionable resolutions
• Manage support cases end-to-end while meeting defined response and resolution SLAs
• Partner with Tier 2, Product, Engineering, and other internal teams to resolve complex issues
• Communicate technical information clearly to customers with varying levels of product expertise
• Identify recurring issues and contribute to knowledge base articles, troubleshooting guides, and process improvements
• Monitor customer feedback and proactively identify opportunities to improve the support experience
• Support customers during critical events and provide timely assistance for high-priority issues
• Stay current on iCapture product capabilities, enhancements, integrations, and known issues
• Participate in product training, team initiatives, and continuous learning programs
• Contribute to automation and AI-driven initiatives that improve support efficiency and customer experience
• Understand basic API concepts and be able to review integration documentation for inputs/authentication and sync troubleshooting
• Be willing to serve as Tier 2 support, handling complex tickets and troubleshooting issues to identify and implement solutions before escalating them to the application support team.

• Consistently meet or exceed support SLAs and productivity expectations
• Deliver a high-quality customer experience reflected through CSAT and customer feedback
• Demonstrate strong product expertise and effective troubleshooting
• Reduce repeat contacts through accurate and complete issue resolution
• Contribute to knowledge sharing, process improvements, and support efficiency
• Build strong partnerships with customers and internal stakeholders
• Hands-on experience supporting SaaS or enterprise technology products
• Strong troubleshooting and analytical skills with the ability to diagnose complex issues
• Ability to manage multiple priorities in a fast-paced support environment
• Strong ownership and accountability for customer issues
• Ability to collaborate effectively with cross-functional teams
• Comfortable working with technical concepts, integrations, APIs, and system configurations
• Strong written and verbal communication skills
• Ability to work independently while contributing effectively to a global support team
• Willingness to work flexible hours, including weekends or shifts based on business requirements
• 5-11 years of experience