Customer Support Specialist - Live Events & Fan Experience

Angel; Provo, Northern (UT, KY); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Angel Studios in Provo, Utah is seeking a dedicated Customer Support Agent to be the first point of contact for customer concerns, providing quality assistance across products and services. You will identify needs, walk users through features, and coordinate with other teams to resolve issues.

Regular full-time hours, in-office collaboration at least once weekly, and strong English communication are required.

Qualifications

• Ability to analyze and creatively problem solve
• Can multitask various tasks simultaneously
• Ability to answer high volumes of tickets, emails, chats, and inquiries
• Can maintain calm and positive demeanor in difficult situations
• Familiarity with industry and company standards is a plus
• Experience with Zendesk platform or remote support tools preferred
• Must be able to maintain good relationships with team members and be a team player
• Proficient verbal and written communication skills
• Must have compassionate and understanding ability to de escape tough situations
• Must participate in setting and achieving regularly scheduled and outlined objectives
• Ability to take individual ownership, execute with high energy, share context, insist on candor with positive intent.

Responsibilities

• Identify customer needs and help walk them through specific tools and features
• Troubleshoot common issues with a product, merchandise, or service
• Respond promptly to tickets and resolve issues in an effective and timely manner
• Proactively use time wisely during high and low volume tickets
• Communicate concerns and issues thoroughly across departments within company from direct feedback of customer interactions
• Come in office at least once weekly to collaborate with team and strategize ways to improve customer service experience and best practices
• Maintain documentation of feedback, concerns, and technical issues and escalate to applicable parties as needed
• Conduct regular follow ups with customers with open tickets and unresolved issues
• Provide introductory information to new and existing customers
• Maintain professional and positive attitude while interacting with customers
• Readily assist in livestream chats, merchandise launches, and other events as needed
• Collaborate with team members and other internal departments on best practices when communicating specific information to customers
• Must attend and contribute to regularly weekly scheduled staff meetings and company meetings in person or via zoom
• Stay up to date prospective requests and keep systems current when determining if cases are open, pending, or closed.
• Proficiency in speaking, reading and writing in the English language required. Additional language proficiency is a plus.

Skills

Analytical & problem solving

Multitasking

High-volume ticket handling

Calm under pressure

Zendesk experience

Team player

Verbal & written communication

Education

High school diploma or equivalent

Bachelor's degree or equivalent

Tools

Zendesk

Job description

Angel Studios in Provo, Utah is seeking a dedicated Customer Support Agent to be the first point of contact for customer concerns, providing quality assistance across products and services. You will identify needs, walk users through features, and coordinate with other teams to resolve issues.

Regular full-time hours, in-office collaboration at least once weekly, and strong English communication are required.