Digital Ticketing Platform - Phone and Email/Ticket Support 08/25

The primary objective of the Fan Support Specialist is to primarily work with customers (athletic and activities administrators in K-12 schools) and subsequently end users of our applications (fans, parents and community members) to help troubleshoot issues.

As a Fan Support Specialist, you will be the frontline representative for a Digital Ticketing Platform, ensuring that our customers receive top-notch support and assistance. You will handle inquiries, troubleshoot issues, and provide guidance to fans using our ticketing platform. Your goal is to enhance the fan experience by delivering efficient, friendly, and knowledgeable service. The ideal candidate is passionate about Service and this position will require working weekends and holidays.

Project Hours (All Times Pacific):
During Rush: Mon-Fri 12pm to 6pm, Sat 5am to 1pm

After Rush (Dec): Mon-Wed 3pm to 4pm, Thurs-Fri 12pm to 6pm, Sat 5am to 1pm

Hourly Rate:
To be discussed during the interview phase

Commitment:
10 hours per week
90 days (as needed)

Orientation Begins:
ASAP

Language:
English

What are we looking for:
- High school diploma/GED required
- 2+ years' experience in a customer service role
- Excellent verbal and written communication skills
- Time management skills, with the ability to manage and coordinate support cases or projects simultaneously
- Ability to function well in a high-paced and at times ever-evolving environment
- Proficient with Microsoft Office, GSuite or related software
- Ability to use call center technology (zoom) as well as chat software
- Must be able to remain stationary for a long period of time, including working on a computer.

Duties:
- Customer Interaction: Respond to fan inquiries via phone, email, and promptly and professionally
- Issue Resolution: Diagnose and resolve technical issues related to ticket purchases, account management, and event information
- Guidance and Education: Assist customers with navigating the ticketing platform, understanding ticketing policies, and utilizing features effectively
- Feedback Collection: Gather customer feedback to identify areas for improvement and relay this information to relevant teams
- Documentation: Maintain accurate records of customer interactions and issues in our support system
- Collaboration: Work closely with team lead, including technical support, sales, and event organizers, to ensure a seamless customer experience
- Continuous Improvement: Stay updated with product knowledge, new features, and industry trends to provide the best support possible
- Fan Support: As needed, manage the Fan Support call and case center, to ensure efficient handling of client inquiries, timely resolution of issues, and adherence to quality standards
- Escalation: Quickly identify and clearly communicate escalated customer needs to technical support staff and communicate case details to customers and/or management

Other Key Aspects:
- Collaborate cross functionally with multiple departments to effectively improve processes
- Build a strong understanding of the company's product and educate the customer about the platform
- Update the company database by inputting information from each call and keeping every customer field current
- Collaborate cross functionally to develop efficient methods for handling issues with larger revenue customers
- Work on special short-term projects to offer customized support for new products
- Willingness to learn new technologies and have the ability to coach customers in these new technologies
- Communicate with customers in a courteous, friendly, and professional manner
- Perform other duties and special projects as assigned