Customer Support Associate

About the Role

The Customer Support Associate is the entry point into TicketManager's on-shore Customer Support organization, focused on building foundational product knowledge, customer-service skills, and judgment. This role acts as a frontline partner to customers, primarily supporting general and non-paid accounts by resolving day-to-day inquiries across the TicketManager platform, ticketing, and guest management.

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 guest management needs.
• Take a call-first approach to customer support by 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

• Communicate directly with customers across phone, Zoom, email, and chat, with an emphasis on live communication whenever it can resolve an issue faster and create a better customer experience.
• Troubleshoot common issues.
• Conduct customer trainings.
• Maintain accurate case documentation.
• Learn how to identify and execute the appropriate escalation path for more complex needs.
• Experience with Zendesk or a similar customer service or ticketing platform is a plus.
• Comfortable learning new technology, systems, tools, and processes.
• 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.

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.
• 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.