Customer Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the initial point of contact for arts organizations by addressing inquiries and resolving intricate software workflows, such as ticketing configurations, individual show setups, seasonal pricing models, and annual patron rollovers.

• Deliver outstanding support through various channels, including tickets, live chat, and phone assistance.

• Skillfully navigate our support software (Zendesk) to document, respond to, and escalate support tickets as necessary.

• Provide precise and empathetic support while consistently achieving or surpassing key performance indicators (KPIs), such as Time to First Response (TTFR), Customer Satisfaction (CSAT), and targets for response and resolution times.

• Test and confirm software bugs; adhere to procedures for communicating verified issues to support team leaders or product teams.

• Effectively manage your workload with a keen attention to detail.

• Investigate issues in Zendesk, Slackbot, and Jira to detect potential trends and avoid redundancy within the department.

• Relay information to the Development team about software defects promptly; encourage clients to submit requests for new features or product enhancements through our Product Feedback platform.

• Follow established protocols for security and risk management.

• Keep support documentation accurate and current as required.

• Utilize modern AI tools, including Zendesk Copilot, Gemini, and integrated Slackbots, to optimize daily workflows, summarize complex tickets, and expedite issue resolution.

• Engage in training sessions to continually enhance skills and product knowledge.

• Adapt to change by consistently broadening skills and knowledge.

• Provide cross-functional support by learning and assisting with other Neon One products as business requirements evolve.

• Oversee and manage Jira tickets, collaborating with the Development team to ensure timely resolutions and effective client communication.

• Propel ongoing process improvements to boost productivity and enhance customer experience.

• Undertake additional duties as necessary.

⛳️ Requirements

• Minimum of 1 year of experience in technical support, troubleshooting, database administration, or a similar technical role.

• Openness to rapidly learn new technologies, platforms, and software tools, including Neon One products, Zendesk, Slack, Jira, Atlassian products, Salesforce, and integrated systems.

• Familiarity with performing arts management, patron services, and event operations is advantageous.

• Strong problem-solving abilities and a capacity to demonstrate empathy.

• Excellent verbal and written communication skills, with a robust capability to articulate technical concepts to a non-technical audience.

• An undergraduate degree in a related field is preferred but not mandatory.

• Strong work ethic coupled with a sense of urgency; daily tasks driven by a client-first approach.

• Exceptional attention to detail.

🏝️ Benefits

• A culture focused on employee well-being.

• Flexible work hours.

• Opportunities for professional development.