Support Specialist in the UK

TicketCo

8d•Onsite

About The Position

Support plays a vital role in a highly competitive market, providing measurable value to our customers. To ensure our customers achieve their goals and consider TicketCo a leader on the ticketing market, we are looking for a Support Specialist to join our team. In your role, you will be responsible for professional handling of support requests and ensuring a timely resolution is offered. Other responsibilities include working with other departments, attending events to supervise operations, troubleshooting, and testing technical solutions. This role will allow your career to grow, offering opportunities to develop and advance within TicketCo.

Requirements

Strong experience in customer-facing activities
Excellent communication and presentation skills with the ability to inspire others through enthusiasm and creativity.
Ability to work on multiple tasks in a short period of time.
Strong empathy for customers and ability to advocate on their behalf.
Understanding of value drivers in usage based, transaction based and recurring revenue business models.
Analytical and process-oriented mindset.
Ability to understand technical solutions.
Strong work ethic, with the ability to work independently.
Desire for continuous learning and improvement, looking to grow together with the company.
SAAS and B2B support related experience.
Interest in sport and event industry.

Responsibilities

Provide first-class, relation driven support to our customers in the UK and Ireland.
Work closely with clients and the Product Team to troubleshoot and resolve technical issues.
Taking part in the matches, games and important gatherings to make sure everything runs smoothly.
Manage equipment, including testing and ensuring that it is maintained and working efficiently.
Testing of TicketCo's software and reporting any issues found.
Work on internal projects to improve the support team's efficiency
Create a value for customers by providing top of the line consulting.
Master and manage the tools used by the support department and improve communication guidelines based on the feedback received.
Train and maintain AI (artificial intelligence) systems used in Customer Support.
Learn, grow and be up to date with the latest technologies and changes in the ticketing business.
Function as the customer advocate and provide internal feedback on how we can do things better.
Identify opportunities and challenges affecting the business of our customers and team up with other departments in order to improve our services and products.
Travel to help our clients achieve success and join other teams during strategic meetings.