Details

Who we are:

Imagine joining a leading provider of software solutions and services to some of the biggest live entertainment brands around the world. With over 170 customers and 500+ venues trusting AudienceView to process over $2.4 Billion in ticketing and e-commerce transactions each year.

Who you are:

If you love solving problems, helping people and are a critical thinker this is an opportunity for you. You will be a customer advocate providing first through third level support to production issues. You are friendly and curious: you will analyze, investigate and resolve customer issues, and provide timely updates to the customer on the status and progress of the investigation.

What you’ll get to do:

- Deliver exceptional service to our customer base via phone, support portal, and email as appropriate

-Diagnose and resolve low to high complexity production issues across the application and infrastructure stack

-Collaborate across internal teams and external stakeholders to provide expertise in assessment, analysis, evaluation of alternative solutions, and resolution of issues within the application

-Help customers get the most from the solution with training and best practice user adoption

-Proactively monitor and analyze cases to identify opportunities for improvement and recommend solutions

-Manage case queues ensuring response targets are met or exceeded

-Participate as a key member in a rotating on-call schedule

What you bring:

-Strong verbal and written communication skills in order to understand customer issues, communicate across internal teams, appropriately document cases and provide effective solutions or training

-Hands-on experience with SQL Server and JavaScript

-Knowledge of HTML and IIS configuration/troubleshooting

-Critical thinking skills so when you don’t know the answer (and we know there are times you won’t) you can think about the problem and determine the steps you need to take to get results.

-Ability to multi-task, and to set and manage dynamically changing priorities

-Post-secondary degree in a related field or an equivalent combination of education and professional experience with at least three (3) or more years hands-on experience in a customer-facing service or support role

-Ability to work effectively as part of a team but also with minimal supervision

-Experience with Fundraising, e-Commerce or Ticketing application solutions is preferred

-Experience using Salesforce Community is a definite asset

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