Customer Support Associate - Live Events SaaS

TicketManager; Mesa (AZ); Hybrid; USD 32,000 - 34,000; Full time

Benefits offered by this job

401(k) & Company Match

Medical, Dental, Vision

Unlimited PTO

In-office culture

Live event credits

Job summary

TicketManager is seeking a Customer Support Associate to join our on-site team in Mesa, AZ. This entry-level role focuses on building product knowledge, developing customer-service skills, and growing within the team.

You will assist general and non-paid support accounts via phone, Zoom, email, and chat, resolve day-to-day questions, document interactions, and escalate complex issues. Our in-office environment offers growth, training, and cross-functional exposure.

Qualifications

• Bachelor's degree required.
• 0-2+ years in customer service or related roles.
• Experience with Zendesk or similar ticketing platforms is a plus.
• Ability to communicate clearly via phone, Zoom, email, and chat.
• Strong listening and problem-solving skills.

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 upscale them to more senior team members or leadership.
• Collaborate with teammates to provide effective queue coverage and a consistent, high-quality customer experience.

Skills

Customer service

Communication

Problem solving

Time management

Team collaboration

Education

Bachelor's Degree

Tools

Zendesk

Job description

TicketManager is seeking a Customer Support Associate to join our on-site team in Mesa, AZ. This entry-level role focuses on building product knowledge, developing customer-service skills, and growing within the team.

You will assist general and non-paid support accounts via phone, Zoom, email, and chat, resolve day-to-day questions, document interactions, and escalate complex issues. Our in-office environment offers growth, training, and cross-functional exposure.