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, we’re transforming the meetings and events industry through innovative technology that powers the human connection.
Cvent's 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, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re 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, you’ll 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, you’ll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you’re excited to be part of a team that’s leading the way in AI-powered collaboration, we’d love to meet you.
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About The Role
Join the iCapture Support team as a Product Consultant, helping customers resolve product, configuration, and integration issues. You’ll 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.
Success In This Role
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

Work arrangement
No