Customer Support Specialist

If you are looking to bring your talent to a A-Team who is supporting customers with the “best kept secret” technology in the Industry, we need to talk!

In this role

SecuTix is a global software company providing the industry-leading SaaS Ticketing Engagement Platform, helping our customers to boost ticket sales and enhance audiences’ experience before, during and after events. Our solution is used by the largest sport clubs and stadiums, live entertainment businesses, and leading museums and cities, managing annual sales of about 45 million tickets. Among our customers are Opéra National de Paris, the UEFA, Centre Pompidou, Aspro Parks, Saracens, Paléo Festival and more. We are a successful and recognized software company in the European market, and we are significantly expanding our operations in the US!

We are currently seeking an experienced Customer Support Specialist L2 who will work as part of a team to support the daily needs for our clients. To service our clients well, we need to move fast and as priorities shift, you will need to keep up with your peers. We need you to be energized to serve our clients, a detail-oriented, polished, client-services professional who loves to work equally with people and technology. You need to be a strong communicator, both verbal and written. You are passionate about your work and committed to getting the job done, even if, at times, it means working extended hours, on the weekend and holidays as needed.

Candidates should have technology related delivery, implementation and consulting experience.

Responsabilities:

• Build and foster relationships with customers at a senior level to resolve issues and identify business opportunities
• Answer customer inquiries across different communication channels (customer portal, emails and phone).
• Ensure escalated inquiries have been resolved and exceed customer’s expectations.
• Meet pre-defined SLA’s ensuring the customer’s request has been fully resolved to their satisfaction.
• Analyze and investigate the customer’s inquiry and do the necessary research to respond accurately and completely while observing SecuTix’ Processes and Policies.
• Redirect customer inquiries to the appropriate department, member staff or manager if unable to resolve it and maintain customer informed of the progress.
• Identify the root cause of customer issues and take actions to prevent similar situations.
• Handle complex customer issues with patience and perseverance.

Experience:

• Experience in software (SaaS) technical support – 2 or more years’ experience as a Customer Support Specialist in a SaaS company.
• Knowledge and experience in SQL – 1 or more years’ experience using SQL for querying databases.

About your profile

Your skills

• Strong customer service and communication skills
• Ability to understand customer business needs and prioritize cases based on impact analysis
• Strong critical thinking and troubleshooting skills. Capable of approaching problems logically and rationally to ensure an effective and efficient resolution is achieved
• Detail oriented
• Experience working with teams in multiple time zones
• Proactive attitude to teamwork, finding solutions to complex problems
• Adapts and learns new technology quickly and easily, including new applications and tools.

Bonus point

• Experience with event ticketing software or providing technical support for event ticketing software
• Experience with MS Dynamics, Jira, Confluence

Other considerations

• US work eligibility is required
• This is a full-time, non-exempt position. No contractors or agencies please
• You must have the flexibility to work extended hour and resolve requests after hour, weekends and holidays as needed. Shift work possible
• Fluent in English and Spanish
• The position is based in Boca Raton (FL) with minimal travel required