Customer Support Associate

TicketManager•Mesa, AZ

1d•Onsite

About The Position

The Customer Support Associate is the entry point into TicketManager’s on-shore Customer Support organization and is focused on building the foundational product knowledge, customer-service skills, and judgment needed to grow within the team. As a frontline partner to our customers, you will primarily support general and non-paid support accounts by resolving day-to-day questions across the TicketManager platform, ticketing, and guest management. You’ll communicate directly with customers through phone, Zoom, email, and chat, with an emphasis on live communication whenever it can resolve an issue faster and create a better customer experience. You’ll troubleshoot common issues, conduct customer trainings, maintain accurate case documentation, and learn how to identify and execute the appropriate escalation path for more complex needs. Through hands-on experience, ongoing training, and shadowing experienced teammates, you’ll develop the skills needed to independently handle an increasingly complex range of customer needs and advance within the Customer Support organization.

Requirements

Bachelor's Degree Required
0-2+ years of experience in customer service, customer support, hospitality, administrative support, SaaS, or another customer-facing environment.
Experience with Zendesk or a similar customer service or ticketing platform is a plus.
Comfortable communicating directly with customers across phone, Zoom, email, and chat, including proactively moving conversations to live communication when it will lead to a faster or better resolution.
Excellent verbal and written communication skills with the ability to communicate clearly, professionally, and concisely.
Strong listening skills and the ability to understand a customer's needs before determining the appropriate solution.
A proactive, customer-first mindset with a genuine desire to help customers feel confident and supported.
Strong problem-solving skills and an interest in learning how to troubleshoot software and customer issues.
Comfortable learning new technology, systems, tools, and processes.
Detail-oriented and disciplined about accurately documenting customer interactions, actions, and resolutions.
Ability to follow established processes while developing the judgment to recognize when and where an issue should be escalated.
Strong organizational and time-management skills with the ability to manage multiple customer requests and priorities.
Coachable, curious, and eager to learn, with a desire to continuously build product expertise and customer-service skills.
Comfortable delivering customer training and presenting information one-on-one or to small groups.
Thrive in a fast-paced, high-volume, results-oriented, and collaborative environment.

Responsibilities

Serve as a frontline point of contact for TicketManager customers, primarily supporting general and non-paid support accounts.
Resolve basic customer inquiries related to platform navigation, user access, ticketing, account setup, and standard product functionality.
Handle guest management requests, including guest list questions, access issues, site or email updates, and other routine guest management needs.
Take a call-first approach to customer support by proactively offering phone or Zoom assistance when it can resolve an issue faster and more effectively than back-and-forth communication over email or chat.
Conduct customer training sessions to help users confidently navigate TicketManager and understand key platform functionality and processes.
Gather relevant information, troubleshoot customer issues, and determine the appropriate resolution or next step.
Identify and execute the correct escalation path, routing enhanced, premium, technical, or strategic issues to the appropriate internal team.
Accurately document customer interactions, issues, troubleshooting steps, and resolutions within the CRM and ticketing systems.
Prioritize, manage, and close assigned cases in accordance with established SLA, CSAT, productivity, and quality expectations.
Develop a strong working knowledge of TicketManager, guest management tools, internal systems, support processes, and customer workflows.
Shadow experienced Customer Support teammates and participate in ongoing training to strengthen product knowledge, troubleshooting skills, and customer communication.
Educate customers on available knowledge-base articles, training materials, and self-service resources.
Contribute to basic internal and customer-facing documentation updates as products and processes evolve.
Identify recurring customer questions, issues, and trends and escalate them to more senior team members or leadership.
Collaborate with teammates to provide effective queue coverage and a consistent, high-quality customer experience.