Online Event Support Agent

Tergar Practice Group; Minneapolis (MN); Remote; USD 35,000 - 55,000; Full time

Job summary

An established non-profit organization is seeking a Live Online Event Support Agent to provide exceptional customer service during live online events. This role involves monitoring a cloud-based support platform, assisting attendees with technical issues, and ensuring a smooth experience. Ideal candidates will possess strong communication skills, a customer-focused mindset, and proficiency in relevant software. This remote position offers flexibility while contributing to a meaningful mission of supporting mindfulness and meditation practices. Join a dedicated team and help make a difference in the lives of individuals seeking awareness and compassion.

Qualifications

• Proficient in English with strong customer service capabilities.
• Experience in technical problem-solving and interpersonal communication.
• Familiarity with meditation practices is a plus.

Responsibilities

• Monitor customer support during live online events using Freshdesk.
• Coordinate with the Event Agent Coordinator for coverage.
• Assist customers with technical issues and escalate as needed.

Skills

English Proficiency

Interpersonal Skills

Customer Service

Problem-Solving Skills

Written Communication

Technical Proficiency

Chinese Language Proficiency

Education

Experience as Customer Support Agent

Experience with Dharma or Meditation Organization

Tools

Freshdesk

Google Suite

Zoom

WhatsApp

Tergar Events Platform Backend

Job description

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

Application Deadline:
Wednesday, April 30th, 2025