Event Ticketing Client Implementation/Support Specialist (Canada)

Red61 is a ticketing software company, providing services and consultancy to festivals and venues around the world. We are the ticketing solution that powers the world’s three biggest arts festivals - Edinburgh Festival Fringe in the UK, Adelaide Fringe and Fringe World Australia – along with many other high-profile international events.

We provide a highly-flexible ticketing system, able to adapt to the ever-changing needs of our clients. Red61’s e-ticket scanning & web-based integration allows organisations the freedom to operate their box office on a small or large scale. These unique capabilities enable Red61’s clients to provide a high quality of service and experience for their customers.

Our client base is undergoing major expansion worldwide, and we’re looking to add a Canadian-based Support Specialist to our team. The Support Specialist will work as part of our Customer Care team, providing support to Red61 clients using their ticketing software

and the Professional Services Team delivery aspects of new implementations.

Job location: We can consider all Canada-based candidates able to work from home. Candidates must be residents of and have the right to work in Canada.

Main Duties:

• Provide onsite support when necessary.
• Provide training to clients and colleagues both face-to-face and remotely.
• Provide out-of-hours support on a rota basis.
• Ensure that completed tickets are closed including those assigned to other staff
• Support users of our software. Users can be our clients or colleagues in other departments.
• Go-live support
• Manage support tickets using the support system (this is currently Zendesk). Work within our service level agreements to provide a timely resolution to requests, escalating if necessary.

• Red61 Ticketing configuration in line with the analysis
• Hardware configuration
• Ticketing Microsite configuration (WordPress based theme)
• Client implementation services:
• Project analysis of clients' requirements

Other Duties:

• Maintain a good relationship with clients and keep contact details up to date with organisational changes such as new staff, or changes to contact details.
• Write and maintain support documents in line with the development of the software.
• Assist with software testing as and when required. This may be a fix relating to a support ticket or a new functionality being released.

About You:

• Experience in a customer service environment, and ability to multitask when required.
• Previous experience using a ticketing system in a busy environment is essential.
• An excellent communicator in person, on the phone, and in writing.
• A competent level of basic computer skills is essential, with extended knowledge of the Microsoft Office Suite desirable.
• A minimum of 2 years Box Office Supervisor experience is essential.
• Previous experience using Red61 Ticketing System is desirable.
• Comfortable working in a fast-paced role and remaining calm under pressure.