Customer Support Specialist - atVenu
San Clemente, CA 92672
About the Job
Job Title: Customer Support Specialist
Reports To: Associate Director, Account Management
About the Job:
As a Customer Support Specialist, you will be joining the Customer Experience Team. In this role you will assist our customers with technical questions as they use our products and services. You will provide the first line of support to our customer base and will troubleshoot & resolve issues while maximizing customer satisfaction and success. Over time, as your atVenu product knowledge and customer exposure increases, you may be given the opportunity to take on junior Account Management responsibilities.
You Will:
You Should Have:
Reports To: Associate Director, Account Management
About the Job:
As a Customer Support Specialist, you will be joining the Customer Experience Team. In this role you will assist our customers with technical questions as they use our products and services. You will provide the first line of support to our customer base and will troubleshoot & resolve issues while maximizing customer satisfaction and success. Over time, as your atVenu product knowledge and customer exposure increases, you may be given the opportunity to take on junior Account Management responsibilities.
You Will:
- Develop a complete understanding of the entire atVenu platform so you can effectively support our customers
- Manage all inbound customer support tickets via our help desk
- Respond to customer tickets quickly, accurately, and professionally, while adhering to internal process, and utilizing built in tools for efficiency
- Manage and grow relationships with both new, and existing customers
- Identify customer needs and help customers correctly use atVenu product features via email, phone and video call trainings
- Identify possible customer issues before they occur to reduce inbound support tickets and promote customer self-service
- Follow up with customers to ensure issues are resolved and no further assistance is required
- Identify and report recurring customer issues that could be the result of product bugs, or could be alleviated by product improvements
- Help identify gaps, or inaccuracies in our knowledge base resources while utilizing those resources to help resolve customer issues, and promote customer self-service
- Respond and communicate with all customers with an enthusiastic, positive attitude
- Provide timely emergency support to customers, as required
- Coordinate and vet inbound demo & sign-up requests, and assist with related administrative duties
- Assist with atVenu Register hardware deployment coordination, and related administrative duties
You Should Have:
- 3 years experience as a Customer Support Specialist, preferably within the tech/live event industry
- Previous experience in the following areas:
- Help desk software (Zendesk or similar)
- Project management software (Asana or similar)
- CRM software
- Microsoft Office, Apple iWork, Google Docs
- Music, live event and/or merchandise industry; even previous atVenu experience counts
- Great communication skills (oral and written), a problem-solving mindset and proven ability to multi-task
- Must have a professional attitude with an enthusiastic, positive nature, even when working with customers with little patience
- Must perform well under deadlines, in a fast-paced environment while being proactive and detail driven
- Ideally this position will be based in San Clemente, California, but remote applicants within the PST time zone will be considered.
- Base salary range is $60,000 $80,000/year
- Health benefits with employer paid premiums
- Flexible time off
- Curiosity & Event Allowance (money to go towards technology and live events)
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Source : atVenu
