Ticketing Services Representative Customer Support; Remote - PT

Position: Ticketing Services Representative [Customer Support] (Remote - PT)

At nLiven, we support our clients by creating superior ticketing solutions for performing arts and cultural institutions through a combination of modern technology, beautifully simple design, and the art of listening.

nLiven offers a real-time platform that helps venues manage ticket sales efficiently while creating a more engaging buying experience for customers. Headquartered in the heart of the Broadway Theatre District, NYC, we are a small, but growing team of hardworking, highly motivated individuals. With a presence across both the US and UK, we are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

Even with a highly dispersed, largely remote workforce, we stay connected through our Slack channels, virtual events and regional meetups. Come see how we “role”.

About The Role

The Ticketing Services Representative is the first point of contact for nLiven customers, helping the venues and organizations that use our ticketing platform run smooth events. This position answers customer questions, troubleshoots issues, and helps set up and support events, all while building strong, positive relationships with customers. This position reports directly to the Senior Ticketing Services Manager II.

This position is full-time and fully remote. Candidates must be located in the Pacific timezone within California or Oregon. Candidates may be required to travel and/or meet up in-person from time to time. There may also be an expectation in the future for hybrid work in a local office. This position will participate in a monthly on-call schedule.

About You

• You bring three or more years of customer service or customer relationship experience, ideally with a background in ticketing systems or live events.

• You’re comfortable troubleshooting hardware and software, like ticket printers and scanners, and helping customers configure venues, seat maps, and promotions.

• You stay organized and focused when things get busy, like during a big on-sale, and you keep customers in the loop until their issue is resolved.

• You enjoy figuring out how systems work, pick up new tools quickly, and like sharing what you know with customers and teammates.

What You'll Do

• Respond to Tier 1 customer requests by phone, email, and Hub Spot in a timely, friendly way.

• Help troubleshoot hardware and software issues, including selling, printing, and scanning tickets at customer venues, and document and elevate system bugs to the appropriate team.

• Pull standard reports to help customers answer sales and order-related questions.

• Share customer needs and issues with the Customer Support Engineer, Product Management, and other teams.

• Build positive customer relations by checking in regularly and following up on active items.

• Identify potential customer sentiment concerns and take proactive measures to elevate when necessary and address.

• Support the specification, configuration, and setup of new nLiven customer installations.

• Help onboard and train new customers on the nLiven system.

• Help set up, configure, and monitor venues, seat maps, productions, and promotions, and provide support during large on-sales.

• Maintain a comprehensive working knowledge of nLiven products including all new software updates that are released.

• Assist with creating and updating product documentation as new features and enhancements are released, ensuring customers have accurate and up-to-date resources.

• Provide occasional input and feedback into the further development and enhancement of nLiven’s product range.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for the job.…