Online Event Support Agent

Tergar Meditation Community • Contractor • Remote (United States) • $29 / hour • 4h ago

About Tergar International:

Tergar Meditation Community supports individuals, practice groups, and meditation communities worldwide in learning to live with awareness, compassion, and wisdom. Grounded in the Tibetan Buddhist lineage of our guiding teacher, Yongey Mingyur Rinpoche, our online and in-person programs are accessible to people of all cultures and faiths, and support a lifelong path toward applying these principles in everyday life.

Tergar International is a 501(c)3 non-profit organization that develops and delivers Tergar programs, in partnership with our sister organization Tergar Asia. Tergar International is based in the United States of America in the Twin Cities of Minneapolis / St. Paul, Minnesota, with a staff of nearly 80 employees and core contractors who work in various locations around the world.

Job Summary:

The Live Online Event Support Agent at Tergar International will monitor our cloud-based customer support software (Freshdesk) before and during live online events to assist attendees with issues they might experience accessing webinars, meetings, and the resources related to them.

Duties/Responsibilities:

Cover customer support with our cloud-based Customer Support Software (FreshDesk) while Tergar live online events are running
Attending one pre-event preparation meeting, to get set up for the online event
Coordinate work coverage with the Event Agent Coordinator, ensuring the presence of a customer service agent at critical times during live online events.
Attending customer support training to familiarize oneself with the most common problems users experience during live events and learning the various ways to troubleshoot these issues so that customers don’t miss any part of scheduled sessions.
Using translation software to support customers writing to us in any language.
When necessary, escalate complex issues to designated specialists.
As one grows comfortable, responding to support requests not related to current live events.

Required Skills/Abilities:

Proficiency in English.
Excellent interpersonal and customer service capabilities.
Effective problem-solving skills for technical challenges.
Self-reliant and intrinsically motivated
Strong written communication skills.
Customer-focused mindset, warmth, patience, friendliness.
Proficient in computer usage and open to learning new software, including:
Tergar Events Platform Backend
Customer Support Suite (Freshdesk).
Familiarity with Google Suite, Zoom, and WhatsApp.

Additional skills and experience:

Familiarity with Tergar International programming
Chinese language proficiency is highly valued

Education and Experience:

Experience as a customer support agent is a plus
Experience with a dharma or meditation organization is a bonus

Location:

Due to time zone restrictions, we are looking for 5 contractors in these areas:
2 agents covering from Europe
1 agent from the Americas
2 agents working from Australia or South East Asia

Job Classification

Ongoing Contractor
Working hours for each agent:
1h preparation meeting per live event
2h-4h customer support per day in live events
This is a 100% remote position that requires reliable internet access and personal workspace