TicketReturn, LLC, has an immediate career opportunity for a Client Support Representative located on the West Coast. The Client Support Representative (CSR) is the primary point of contact for TicketReturn clients performing services that include client implementations, training, assisting clients in trouble shooting to meet service expectations, and establishing and maintaining strong working relationships through effective communications with the primary users of the TicketReturn product suite.
Client Support Representatives are the frontline support staff for our clients. Representatives are responsible for answering general questions and troubleshooting basic application support. Each Client Service Representative will represent the first level of communication to an assigned client and will be the client voice within the TicketReturn organization. Client Support Representatives are expected to maintain a professional demeanor and respond to clients in a timely fashion. To perform their job duties, representatives must be knowledgeable of all components of the TicketReturn product suite and be able to support all types of clients (i.e., professional baseball teams, universities, museums, race tracks, casinos, student ticketing, donor contributions, and hosted clients).
Candidates should have 2+ years’ experience in a client support role as well as experience with ticketing software. Box Office experienced is preferred. Candidates must be available to work 8AM-5PM PST. No relocation is required for residents of the continental United States with access to broadband Internet service; occasional travel required. Competitive salary, 401k, PTO and Medical Benefits are offered.
Understand and manage client expectations to ensure strong client service and satisfaction by meeting the needs and requests of clients in a complete and timely manner.
Aid in solving problems with current systems and make recommendations for improvements based on client feedback.
Create comprehensive trouble tickets than can be escalated to the appropriate department when additional assistance is required to resolve a problem.
Provide product enhancements suggestions from clients to management team.
Participate in new client installations including database setup and identification of required training.
Review training materials and aid as needed to assure that all materials reflect current application functionality.
Participate in quality assurance testing for the TicketReturn product suite.
Develop and/or aid in the creation of product documentation.
Prepare material and participate in leading seminars at our annual ticketing forum.
Travel onsite to client sites if required to assist with any support function such as implementation, event day activities or training.
Skill and Knowledge Qualifications:
Ability to work with clients in a consistently professional manner.
Good problem-solving skills including the ability to ask appropriate questions and listen to client responses.
Excellent verbal and written communications skills.
Previous experience (2+ years) working with box office and/or Internet-based ticketing solutions preferred.
Proficient in the use of standard office automation software and the ability to rapidly learn new applications used in the support of clients.
Ability to handle multiple conflicting priorities in a fast-paced environment
Results driven focus and ability to see issues through to completion in a timely manner
Able to work independently with minimal or no on-site supervision. Must be able to work from home office.
Evening and weekend work with on-call duties required. Normal hours of operations are 8 A.M. – 5 P.M. PST but candidate will be expected to be available to support clients as needed which may not fall within normal working hours.
EDUCATION / FORMAL TRAINING: BA or BS degree or higher.
COMPENSATION: Competitive salary, 401K, PTO, Medical Benefits.
LOCATION: Work remote from Home Office. (Must have access to High-Speed Internet.)
TRAVEL: Must be willing to travel, but expectations are 5 -10% to locations within North America. Trade Show representation will be required.
Telecommuting is allowed.
TicketReturn is a leading provider of box office and online ticketing services serving more than 250 client venues and issuing more than 38 million tickets annually. As the leading provider of ticketing services for Minor League Baseball (MiLB) in the U.S. and Canada, TicketReturn also serves minor league hockey teams, soccer, basketball and lacrosse. TicketReturn’s diverse client venues range from theater and casino showrooms, motorsports, horse racing, university arenas and sports stadiums reflecting the ease of use and scalability of the platform.