Solution Expert Jobs

About TickX

TickX is a transformative technology company, which supports producers and entertainment leaders in the events and attractions industries to sell directly to their customers. We work with huge names in the entertainment world, from London’s West End to New York and Las Vegas.

Founded in 2015, TickX started life as an aggregator for live events. We invested heavily in technology to refine the searching and booking process and became experts in developing high converting customer experiences across multiple event types.

This led us to being approached by key industry players and worked with them to develop cutting edge B2B solutions.

In 2020 TickX evolved to become a pure-play SaaS company, taking all our learnings from events aggregation to create our flexible Booking and Marketing Layer. This comprises our cutting-edge booking technology, and our marketing toolkit, which gives producers the tools they need to power smart, digital marketing.

TickX have since expanded exponentially with clients now across the UK, USA & Canada and you'll be joining a growing team based in the UK & North America.

TickX is committed to equality and diversity and welcomes applications from all sections of the community. All applicants for roles will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability status.

About the Role

We are looking for a full-time Solution Expert to join TickX at what is an exciting time in the growth of the business. The role will sit within the Customer Success team, reporting into the UK based Director of Strategy. This role will provide support for the Customer Success, Product and Engineering Teams by helping to support our growing client base in utilising our toolkit, solving client queries, monitoring our automated alerting and triaging/escalating any problems. The role will be working closely with our UK team to become a trusted point of contact for round the clock support to our global clients.

The Roles & Responsibilities of the role are comprised of:

• Being a true problem solver - troubleshooting issues and finding a resolution
• Where relevant providing guidance to clients on TickX systems, toolkit and services which are available to them
• Assisting with technical setup of features and tools for our growing client base
• Responding in a quick and competent manner to client queries including rapid response in case of any urgent issues based on understanding of the platform and common sense
• Knowing when to escalate issues to the engineering and management teams
• Undertaking, at times, any other tasks as requested by Line Manager or Management
• Providing feedback to the engineering and product team on which tools would be most helpful to the solution expert team
• Running the technical setup of new clients onto the TickX platform
• Documenting new processes and sharing knowledge with the wider support team
• Proactively monitoring alerts and system health to detect any issues

The Ideal Candidate

• Strong attention to detail
• Some experience working across technical systems and platforms
• Demonstrates initiative and anticipates needs
• Organised and methodical – Solution focussed and loves triaging/solving problems.
• Strong problem solver
• Ability to understand the needs of customers, and keep them in mind when taking actions or making decisions
• We are open to accepting applications from candidates based on the East Coast of the US, Canada (Toronto, Quebec, Montreal) and the Caribbean.
• Experience in a 1st Line IT Support, Ticketing Systems, Box Office or Help desk environment
• Articulate, friendly, and effective communicator both orally and in writing
• Experience working within a Microsoft or G-Suite environment
• Experience working with a ticketing system such as Jira, ZenDesk, Salesforce or Shortcut

Working patterns:

• Monday - Friday 9am - 6pm Eastern Time

Why TickX / Benefits?

• European “paid for” team weekends away (our most recent one was at an all inclusive 5 Star Hotel in Spain)
• Training budget
• 30 days’ holiday including bank holidays
• Choice of Mac/PC and external monitors/equipment for home use