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Event Ticketing Client Support Specialist (Canada)

Company

Red61

Address Canada
Employment type FULL_TIME
Salary
Expires 2023-05-20
Posted at 11 months ago
Job Description
Job location:


We can consider all Canada-based candidates able to work from home.


Candidates must live in and have the right to work in 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.


Main Duties:


  • Go-live support
  • Support users of our software. Users can be our clients or colleagues in other departments.
  • Provide training to clients and colleagues both face-to-face and remotely.
  • Provide out-of-hours support on a rota basis.
  • Provide onsite support when necessary.
  • 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.
  • Ensure that completed tickets are closed including those assigned to other staff
  • Hardware configuration
  • Ticketing Microsite configuration (WordPress based theme)
  • Red61 Ticketing configuration in line with the analysis
  • Project analysis of clients' requirements
  • Client implementation services:


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.
  • Assist with software testing as and when required. This may be a fix relating to a support ticket or a new functionality being released.
  • Write and maintain support documents in line with the development of the software.