Overview
The Customer Support Manager position is responsible for answering incoming customer telephone calls and emails as part of the See Tickets US Customer Support team.
This position’s primary responsibility is to provide support to customers on issues related to ticket purchases.
This full-time position is located in our US office, in Los Angeles, California, but will be remote until we move back into the office.
Responsibilities
Ensure customer emails are responded to promptly and courteously.
Research requests, follow procedure to escalate customer issues, and provide accurate responses.
Answer incoming calls, ask probing questions, collect data, establish facts, define problems, and draw valid conclusions.
Thoroughly document all interactions with customers to maintain a detailed record of customer communications and issues.
Defuse intense customer communications by identifying the customer’s issue, acquiring all information needed to determine the cause of the problem, thinking critically to provide the best possible solution, and ensuring issue resolution.
Stay informed of event updates and platform functionality to assist with customer support issues.
Know how to handle emergency situations and escalate issues to appropriate person.
Requirements
Must have 1+ years experience using ZenDesk Support and Talk at an Admin or manager level.
Experience using Google products (Drive, Hangouts).
General understanding of purchasing tickets online.
Ability to prioritize and multitask.
Positive and professional demeanor, leaving non-work at the door, ready to be part of a team.
Excellent English grammar written & verbal.
Empathy and a passion for helping others.
Comprehend and remember complex processes.
Work with minimal supervision.
Attention to detail and accuracy.
Bilingual English/Spanish a plus.
Benefits
Hourly compensation is commensurate with candidate’s experience.
Health, 401k and related benefits offered to all full-time hourly employees after 90-day probationary period.
Health Care Plan (Medical, Dental & Vision) Retirement Plan (401k, IRA) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off (Vacation, Sick & Public Holidays) Family Leave (Maternity, Paternity) Short Term & Long Term Disability Training & Development Work From Home Wellness Resources