Customer Support Associate

About the Role

The Customer Support Associate is the entry point into TicketManager’s on-shore Customer Support organization. This role focuses on building foundational product knowledge, customer-service skills, and judgment to grow within the team. As a frontline partner, you will primarily support general and non-paid accounts by resolving day-to-day questions across the TicketManager platform, ticketing, and guest management. You will communicate directly with customers through phone, Zoom, email, and chat, with an emphasis on live communication to resolve issues faster and create a better customer experience. You will troubleshoot common issues, conduct customer trainings, maintain accurate case documentation, and learn to identify and execute appropriate escalation paths for more complex needs. Through hands-on experience, ongoing training, and shadowing, you will develop the skills to independently handle increasingly complex customer needs and advance within the Customer Support organization.

Key Responsibilities

• Serve as a frontline point of contact for TicketManager customers, primarily supporting general and non-paid accounts.
• Resolve basic customer inquiries related to platform navigation, user access, ticketing, account setup, and standard product functionality.
• Handle guest management requests, including guest list questions, access issues, site or email updates, and other routine needs.
• Take a call-first approach to customer support, proactively offering phone or Zoom assistance when it can resolve an issue faster and more effectively than back-and-forth communication over email or chat.
• Conduct customer training sessions to help users confidently navigate TicketManager and understand key platform functionality and processes.
• Gather relevant information, troubleshoot customer issues, and determine the appropriate resolution or next step.
• Identify and execute the correct escalation path, routing enhanced, premium, technical, or strategic issues to the appropriate internal team.
• Accurately document customer interactions, issues, troubleshooting steps, and resolutions within the CRM and ticketing systems.
• Prioritize, manage, and close assigned cases in accordance with established SLA, CSAT, productivity, and quality expectations.
• Develop a strong working knowledge of TicketManager, guest management tools, internal systems, support processes, and customer workflows.
• Shadow experienced Customer Support teammates and participate in ongoing training to strengthen product knowledge, troubleshooting skills, and customer communication.
• Educate customers on available knowledge-base articles, training materials, and self-service resources.
• Contribute to basic internal and customer-facing documentation updates as products and processes evolve.
• Identify recurring customer questions, issues, and trends and escalate them to more senior team members or leadership.
• Collaborate with teammates to provide effective queue coverage and a consistent, high-quality customer experience.

Requirements & Tech Stack

• Experience with Zendesk or a similar customer service or ticketing platform is a plus.
• Comfortable communicating directly with customers across phone, Zoom, email, and chat, including proactively moving conversations to live communication when it will lead to a faster or better resolution.
• Comfortable learning new technology, systems, tools, and processes.

Qualifications

• Bachelor's Degree Required.
• 0-2+ years of experience in customer service, customer support, hospitality, administrative support, SaaS, or another customer-facing environment.
• Excellent verbal and written communication skills with the ability to communicate clearly, professionally, and concisely.
• Strong listening skills and the ability to understand a customer's needs before determining the appropriate solution.
• A proactive, customer-first mindset with a genuine desire to help customers feel confident and supported.
• Strong problem-solving skills and an interest in learning how to troubleshoot software and customer issues.
• Detail-oriented and disciplined about accurately documenting customer interactions, actions, and resolutions.
• Ability to follow established processes while developing the judgment to recognize when and where an issue should be escalated.
• Strong organizational and time-management skills with the ability to manage multiple customer requests and priorities.
• Coachable, curious, and eager to learn, with a desire to continuously build product expertise and customer-service skills.
• Comfortable delivering customer training and presenting information one-on-one or to small groups.
• Thrive in a fast-paced, high-volume, results-oriented, and collaborative environment.