Remote Ticketing Support Specialist

TixTrack; United States; Remote; USD 55,000 - 70,000; Full time

Benefits offered by this job

Annual bonus eligibility

Medical benefits

Dental benefits

Vision benefits

HSA option

Life insurance

401k plans

Parental leave

Education reimbursement

Work abroad

Volunteer days

Flexible scheduling

Hybrid setup grant

PTO & holidays

Remote work option

Job summary

nLiven is hiring a Ticketing Services Representative to be the first line of contact for customers, helping venues run events and configure the system. The role is full-time and fully remote, with occasional travel to customer sites and potential hybrid in-person meetings.

Must have 3+ years in customer service or relationships, with experience in ticketing or live events. Strong troubleshooting, communication, and organizational skills are essential.

Qualifications

• Bachelor’s degree in business or related field preferred, or equivalent experience.
• Three or more years of proven customer relationship or customer service experience.
• Ticketing background experience and/or knowledge of ticketing systems preferred.
• Ability to travel occasionally to customer venues for onboarding, training, or event support.
• Availability for occasional evening and weekend work around performances and on-sales.

Responsibilities

• Respond to Tier 1 customer requests by phone, email, and HubSpot in a timely, friendly way.
• Help troubleshoot hardware and software issues, including selling, printing, and scanning tickets at customer venues, and document and elevate system bugs to the appropriate team.
• Pull standard reports to help customers answer sales and order-related questions.
• Share customer needs and issues with the Customer Support Engineer, Product Management, and other teams.
• Build positive customer relations by checking in regularly and following up on active items.
• Identify potential customer sentiment concerns and take proactive measures to escape when necessary and address.
• Support the specification, configuration, and setup of new nLiven customer installations.
• Help onboard and train new customers on the nLiven system.
• Help set up, configure, and monitor venues, seat maps, productions, and promotions, and provide support during large on-sales.
• Maintain a comprehensive working knowledge of nLiven products including all new software updates that are released.
• Assist with creating and updating product documentation as new features and enhancements are released, ensuring customers have accurate and up-to-date resources.
• Provide occasional input and feedback into the further development and enhancement of nLiven’s product range.

Skills

Customer service

Troubleshooting

Ticketing systems

Organizational skills

Communication

Travel readiness

Education

Bachelor's degree in business or related field

Tools

HubSpot

Slack

Stripe

Zoom

Microsoft Office

Google Workspace

Atlassian Suite

Job description

nLiven is hiring a Ticketing Services Representative to be the first line of contact for customers, helping venues run events and configure the system. The role is full-time and fully remote, with occasional travel to customer sites and potential hybrid in-person meetings.

Must have 3+ years in customer service or relationships, with experience in ticketing or live events. Strong troubleshooting, communication, and organizational skills are essential.