Customer Support and Training Specialist Remote
Job description
Job Title: Customer Support and Training Specialist
Working hours: 35 hours per week, Monday – Friday. Occasional weekend and evening calls will be required with overtime pay included.
Location: Remote UK & Ireland (with hybrid working opportunities available)
Responsible to: Operations Manager and Head of Operations
Salary: €30k – €34k/ £26k – £30k
About us
Our mission is to deliver the best all round box office platform, a system that helps our customers in all aspects of their organisation. Our portfolio of partners includes over 350 organisations across the UK and throughout Ireland. Our customers consist of theatres, arts organisations, venues, and festivals. Over the past fourteen years, Ticketsolve has evolved in partnership with their needs and requirements.
As our business has expanded so too has our team, which consists of experts with commercial, software and events backgrounds both in Ireland, the UK and mainland Europe. Our entire team is committed to understanding the organisational needs of our customers in order to establish how best Ticketsolve functionality and consultative services can be deployed to meet them.
About The Role: Customer Support & Training Specialist
We are passionate about our customers and ensuring they get the most out of Ticketsolve and our Customer Support and Training Specialists are a key part of that. Whether it is training a box office team on the system or building a seating plan for a brand new venue – a Support Specialist knows their stuff when it comes to Ticketsolve and what it has to offer. Support Specialists work directly with customers to help them get the most out of Ticketsolve, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our product design and development teams.
Key Responsibilities:
- Supporting and assisting our customers over the phone and via email daily to answer any queries they may have and solve any issues effectively and efficiently as part of an eclectic team.
- Conducting bespoke training sessions to new and existing customers on system functionality both remotely via zoom sessions and in person at our venues (occasional travel may be required).
- Build strong working relationships with all of our customers to help them get the best out of the system and help them grow.
- Assisting our new customers coming onto Ticketsolve as their ticketing provider and overseeing the task management throughout the on-boarding process.
- Maintaining and consistently developing a working knowledge of all aspects of Ticketsolve; such as system functionality and the hardware used such as printer configuration and scanner set-up.
- Creating knowledge articles on our Help Desk about Ticketsolve Features and Functionality
- Collaborative working within the Support team and other departments to ensure projects and deadlines are met successfully.
Requirements:
- Customer service experience focused on providing exceptional customer service within a busy work environment.
- Confident speaker and trainer – part of this role is delivering training sessions to large groups of people both online and in person so being comfortable with public speaking is important.
- Demonstrable problem-solving abilities and experience of troubleshooting as part of a role.
- Excellent interpersonal and communication skills: verbal and written.
- A drive and passion to to work collaboratively to help push projects to completion.
- The ability to work unaided and independently to complete tasks to deadlines and assist in a busy team environment.
- Pro-active nature and a positive work ethic – a dedication to our company values and growth in an exciting and busy time for the companys’ expansion.
- Understand and make the best use of your time
Desirable:
- Box office arts/festival/venue experience
- Experience of Ticketsolve and/or other ticketing, EPOS or CRM systems
- A passion for the arts and theatre industry
We are an Equal Opportunities employer committed to a diverse and representative team. Different opinions, perspectives and personalities push us forward. We want to hear from people who are passionate about their work and align with our values. Regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability. We also know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates (particularly and statically women) – so rest assured, whoever you are, we want to hear from you!
This role will involve regular travel to visit our Arts and Culture venues based on the Isle of Ireland as well as hybrid remote/office based working from our Dublin office. Therefore we are looking for someone who is comfortable travelling as well as commutable to our Dublin office as needed.
Applications and Deadline
Please email your CV and Cover Letter to [email protected] 5pm Wednesday, 12th of May. First round interviews will commence from 14th May and will take place via Zoom.
We are always on the lookout for exciting, driven, passionate people to join our amazing Ticketsolve team so even if a deadline has closed, you think you can offer a skill set for another role not currently advertised or you simply really want to work with us – get in touch! We would be delighted to hear from you and are always open to new ideas from great people.
Job Type: Full-time
Salary: £26,000.00-£30,000.00 per year
Benefits:
- Flexitime
- Work from home
Schedule:
- Flexitime
- Monday to Friday
- Overtime
Ability to commute/relocate:
- Remote: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 1 year (required)
- ticketing and/or arts box office: 1 year (preferred)
Work Location: Remote
Application deadline: 12/05/2023
Expected start date: 12/06/2023
