Showpass

Customer Support

• Monitor and respond to Showpass phone, live chat and online support system (Zendesk) for all customer (ticket buyer) and client (event organizer) inquiries
• Create and moderate documents for event and client support info, including event updates, FAQs, cancellations/refund policies, etc.
• Supports client onboarding and ongoing success by participating in calls, providing guidance, and representing the company in a professional, confident manner
• Contributes to continuous improvement of support operations by enhancing the quality, consistency, and timeliness of responses
• Work collaboratively with Client Success and Support teams to escalate issues for ticket buyers and event organizers
• Provide feedback to Client Success and other teams to improve products, site usability and level of service
• Participate in rotating on-call schedule as required
• Other administrative duties as assigned

Support Specialist