Fan Support Specialist – Phone & Ticket Support

This is a fully remote position, open to applicants in Nigeria, +4 more countries.

📋 Description

• Address fan inquiries through phone and email communications.

• Identify and resolve technical issues pertaining to ticket purchases, account management, and event details.

• Assist customers in navigating the ticketing platform, comprehending ticketing policies, and utilizing platform features.

• Collect customer feedback and communicate it to the appropriate teams.

• Ensure accurate records of customer interactions and issues within the support system.

• Collaborate with team leaders, technical support, sales, and event coordinators.

• Oversee the Fan Support call and case center as required.

• Elevate customer needs to technical support staff and convey case details to customers and management.

• Enhance support processes and devise effective strategies for issue resolution.

• Educate customers about the company’s ticketing platform.

• Maintain up-to-date customer database fields.

• Engage in short-term projects that support new products.

• Execute other assigned responsibilities and special projects.

⛳️ Requirements

• Customer-oriented with the ability to communicate effectively with a diverse range of users.

• Comfortable with troubleshooting technology-related issues.

• Availability on weekends and holidays.

• Must be available on Thursdays and Fridays from 12pm to 5pm PST.

• Commitment to work for at least 8 hours per week.

• Possess a dedicated laptop or desktop computer operating on at least Windows 11 or macOS Sequoia/Tahoe.

• Reliable wired internet connection required.

• Minimum of 8 GB RAM; 16 GB is recommended.

• Minimum download speed of 40 Mbps.

• Willingness to install ModSquad’s security software and 2FA application.

• Access to a webcam or smartphone is necessary.

• Must have a quiet, secure, and dedicated workspace.

• Eagerness to learn new technologies and guide customers in their usage.

🏝️ Benefits

• Opportunity to work remotely.

• Flexibility to set your own schedule.

• Ability to choose your projects.

• Collaborate with prominent global brands.

• Equal Opportunity Employer.