About the Role
Sr. Ticketing Services Representative (Remote – EST/CST)
About The Role
The Sr. Ticketing Services Representative helps ensure our Ticketure clients receive exceptional service and support. This role is responsible for handling and resolving client queries while ensuring a positive client relationship. This position reports directly to the Director, Ticketing Services (Ticketure).
This position is full-time and fully remote. Candidates must be located in Texas, Wisconsin, Minnesota, Louisiana, Florida, Virginia, North Carolina, South Carolina, New Jersey, New York, or Connecticut. Candidates may be required to travel and/or meet up in-person from time to time. There may also be an expectation in the future for hybrid work in a local office.
About You
- You excel at building strong client relationships, proactively addressing concerns, and ensuring a positive customer experience.
- You have a keen eye for troubleshooting, with experience in HTML, CSS, and JS, allowing you to diagnose and resolve issues efficiently.
- You can juggle multiple client needs and keep track of complex support tasks without missing a beat.
- You thrive in fast-paced environments with the ability to quickly learn new technologies.
What You’ll Do
- Support clients by providing guidance and details about how to use our Ticketure product.
- Log and respond to low-level client support calls and queries via telephone and email in an efficient and timely manner.
- Assist with issues arising from system bugs and functionality problems.
- Escalate client’s development/feature needs to the Support Engineer for proper logging and tracking of the issue.
- Build positive client relations by checking in regularly and following up on active items.
- Identify potential client services concerns and take proactive measures to address them.
- Support the specification, configuration, and set up of new TixTrack Client installations.
- Help successfully onboard and train new clients on the Ticketure system.
- Support ongoing set up, configuration, and monitoring of venues, productions, and promotions on behalf of TixTrack’s clients.
- Maintain a comprehensive working knowledge of TixTrack’s Ticketure product including all new software updates that are released.
- Work with the Sales and Customer Success teams to ensure clients are informed when new features are released.
- Provide occasional input and feedback into the further development and enhancement of TixTrack’s product range.
- Contribute actively to Product / Ticketing Services knowledge bases and other product-related and technical documentation.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.
What You’ll Bring
Minimum Requirements
- Bachelor’s degree in business, Computer Science or related technical field.
- Four or more years of proven client relationship or customer service experience.
- Hands-on experience with HTML, CSS, JS – ability to read, interpret, and summarize code and error logs.
- A willingness to take on new technologies and solutions, assisting in generating user documentation for configuration and usage.
Essential Skills
- Strong oral and written communication skills.
- Ability to work independently and manage multiple projects and deadlines.
- Possess strong analytical and problem-solving skills.
- Ability to troubleshoot and use deductive reasoning to solve difficult production issues.
- Possess a strong resolve to see long-running tasks through from inception to resolution.
- Exceptional customer service skills.
- Excellent organizational skills with high attention to detail.