Customer Support Specialist

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Customer Support Specialist at Neon One assisting arts organizations with software solutions. Delivering high-quality support via tickets, live chat, and phone.

Posted 7/9/2026full-timeRemote • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Serve as the first point of contact for arts organizations by answering questions and troubleshooting complex software workflows, including ticketing setup, individual show configuration, seasonal pricing structures, and annual patron rollovers
Provide high-quality support across multiple support channels, including tickets, live chat, and phone support
Proficiently navigate our support software (Zendesk) to document, answer, and escalate support tickets when needed
Deliver accurate, empathetic support while consistently meeting or exceeding key performance indicators (KPIs), including Time to First Response (TTFR), Customer Satisfaction (CSAT), and response and resolution time targets
Test and verify software bugs; follow procedures to communicate verified issues to support team leaders or product teams
Prioritize own workload effectively and with attention to detail
Research issues in Zendesk, Slackbot, and Jira to identify potential trends and prevent duplication of work within the department
Provide information to Development team about software defects with urgency; encourage clients to share new feature or product enhancement requests via our Product Feedback platform
Follow established security and risk management procedures
Maintain accurate and up-to-date support documentation as needed
Leverage modern AI tools, including Zendesk Copilot, Gemini, and integrated Slackbots, to streamline daily workflows, summarize complex tickets, and accelerate issue resolution
Participate in training sessions to continuously develop skills and product knowledge
Embrace change by continuously expanding skills and knowledge
Provide cross-functional support by learning and assisting with other Neon One products as business needs evolve
Manage and monitor Jira tickets, partnering with the Development team to ensure timely resolution and client communication
Drive continuous process improvements to enhance productivity and customer experience
Other duties as required

Requirements

What you’ll need

1+ years of experience in technical support, troubleshooting, database administration, or a related technical role
Willingness to quickly learn new technologies, platforms, and software tools, including Neon One products, Zendesk, Slack, Jira, Atlassian products, Salesforce, and integrated systems.
Familiarity of performing arts management, patron services, and event operations is a plus
Excellent problem-solving skills and ability to exhibit empathy
Excellent verbal and written communication skills, with a strong ability to convey technical subject matter to a non-technical audience
Undergraduate degree in a related field is preferred but not required
Strong work ethic with a sense of urgency; daily work product driven by a client-first mentality
Exceptional attention to detail

Benefits

Comp & perks

Employee-focused culture
Flexible working hours
Opportunities for professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

TroubleshootingDatabase AdministrationSoftware TestingTicketing SetupEvent Operations

Soft Skills

EmpathyVerbal CommunicationWritten CommunicationStrong Work EthicAdaptability