Customer Support Specialist (Enterprise SaaS)

TicketManager•Mesa, AZ

3d•$45,000 - $65,000•Onsite

About The Position

The Customer Support team is the frontline partner for TicketManager’s clients across all segments, serving as the primary point of contact through email, chat, and phone to drive quick issue resolution and smooth platform adoption. The role focuses on diagnosing ticketing, access, and navigation challenges; triaging and documenting cases; delivering admin training; and coordinating cross‑functional escalations to meet SLA standards. Customer Support Specialists provide clear guidance, maintain accurate case records, and uphold each client’s internal ticketing policies with professionalism and empathy. Every interaction aims to resolve issues efficiently, reinforce client confidence, and ensure consistent, effective use of the TicketManager platform.

Requirements

Bachelor's Degree Required
1-3+ years of related work experience
Experience working with Zendesk or similar customer service platform
Proven experience in B2B software customer service or administrative support role
Process-driven, and creative thinker with proven ability to articulate, and implement innovative solutions
Excellent verbal and written communication skills
Experience handling inbound calls and resolving a wide range of customer inquiries and technical issues with confidence.
Strong listening and presentation skills
A proactive, customer-first mindset with a passion for helping users feel confident and supported.
Thrive in a fast-paced, high-volume, results-oriented, entrepreneurial environment

Responsibilities

Manage relationships with strategic software accounts, including Fortune 500 and Global 2000 clients.
Serve as the primary point of contact for corporate customers, providing timely and professional support via email, chat, and phone.
Provide personalized guidance to ensure customers comply with internal ticketing policies and best practices.
Diagnose, troubleshoot, and resolve issues related to ticket allocations, event access, system navigation, user setup, and platform functionality.
Gather details, triage, categorize, and document cases in CRM/ticketing systems (including JTZC).
Escalate complex technical issues to internal teams and follow through to ensure full resolution.
Ensure all tickets are prioritized, tracked, and closed within SLA commitments.
Facilitate hands‑on training sessions for new and existing administrators to increase platform proficiency.
Educate customers on product features and direct them to knowledge‑base articles and training resources.
Accurately document all customer interactions, issues, and resolutions within the CRM.
Capture customer feedback and escalate recurring trends to leadership.
Contribute to the internal knowledge base and collaborate with peers for queue coverage.
Participate in ongoing training to stay current on product updates and support process.