Remote Ticketing Support Specialist

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

Benefits offered by this job

Remote work environment

Flexible scheduling

Paid parental leave

Generous PTO

Job summary

nLiven is seeking a Ticketing Services Representative to be the first point of contact for venues using our ticketing platform. This full-time, remote role reports to the Senior Ticketing Services Manager II and focuses on answering questions, troubleshooting issues, and helping set up events while building strong customer relationships.

Candidates must be located in the greater Chicago area within Illinois, with occasional travel and the potential for hybrid work in a local office.

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 elevate 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

Communication

Teamwork

Interpersonal skills

Attention to detail

Time management

Education

Bachelor’s degree in business or related field

Tools

Microsoft Office

Google Workspace

Slack

Stripe

Zoom

HubSpot

Atlassian Suite

Job description

nLiven is seeking a Ticketing Services Representative to be the first point of contact for venues using our ticketing platform. This full-time, remote role reports to the Senior Ticketing Services Manager II and focuses on answering questions, troubleshooting issues, and helping set up events while building strong customer relationships.

Candidates must be located in the greater Chicago area within Illinois, with occasional travel and the potential for hybrid work in a local office.