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Job Summary
The Client Support Specialist supports the effectiveness, scalability, and consistency of
Ticketure's client support operations by independently evaluating service workflows, advising
on complex client configurations, and contributing to operational and product improvement
initiatives.
This role exercises discretion and independent judgment in assessing client needs, determining
appropriate courses of action, and coordinating cross-functional resolution of complex
operational issues. The position directly supports client retention, adoption, and operational
efficiency and reports to the Director, Customer Operations.
Essential Duties And Responsibilities
- Respond to client inquiries via phone and email, including low-level support requests,
while exercising judgment in prioritization, resolution approach, and escalation.
- Assist in diagnosing and troubleshooting issues arising from system bugs, functionality
limitations, or configuration challenges, and determine appropriate resolution or
escalation paths.
- Escalate development or feature-related needs to Support Engineering or Product teams
for proper logging, tracking, and evaluation.
- Independently prioritize client needs and requests based on impact, urgency, and
business significance.
- Maintain deep working knowledge of Ticketure's platform and evaluate the operational
impact of new software releases, features, or system changes.
- Develop, document, and continuously refine client service workflows, escalation
standards, and operational guidelines to support consistency and scalability.
- Advise on client configurations, including venue setups, productions, promotions, and
non-standard use cases requiring tailored operational solutions.
- Build and maintain strong client relationships through proactive check-ins, follow-ups on
active items, and ongoing operational guidance.
- Assess the effectiveness of existing service processes and propose enhancements to
improve efficiency, quality, and the overall client experience.
- Contribute structured feedback and insights to interdepartmental teams that support
the continued development and enhancement of Ticketure's product offerings.
Other Duties
This job description is intended to provide an overview of the position and does not represent a
comprehensive list of duties. The employee may be required to perform other duties that are
reasonably related to the role, as directed by the employer, and the scope of responsibilities
may be reviewed and updated from time to time in consultation with the employee.
Qualifications
Minimum Requirements
- Bachelor's degree in Business, Operations, Information Systems, or a related field or
equivalent combination of education and relevant experience.
- 1-3 years of experience in SaaS client services, operations, technical support, or a related
business operations role with demonstrated autonomy.
- Experience working with complex software platforms, system configurations, or
non-standard client use cases.
- Proven experience collaborating cross-functionally with Product, Sales, and Customer
Success teams.
- Demonstrated ability to evaluate operational issues and recommend solutions that
impact service quality, efficiency, or client satisfaction.
Essential Skills
- Strong written and verbal communication skills.
- Ability to work independently and manage multiple priorities and deadlines.
- Strong analytical and problem-solving skills, including troubleshooting complex
production issues.
- Excellent organizational skills, attention to detail, and persistence in driving issues
through to resolution.
- Consultative, client-focused approach with strong relationship-building skills.
Essential Physical Requirements
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this position, the employee is regularly required to see, talk, and
hear. The employee may experience prolonged periods sitting at a desk or working on a
computer. The employee frequently is required to use hands or fingers; handle or feel objects,
tools, or controls. The employee is occasionally required to stand; walk; sit; reach with hands
and arms. The employee must occasionally lift and/or move up to 15 pounds.
Equipment/Software/Tools
- Microsoft Office
- Google Suite
- Slack
- CRM Softwar
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