Support Specialist - Ticketing Software

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This successful live event ticketing software company provides software, services and consultancy to festivals and venues around the world.

They are the ticketing solution that drives the Edinburgh Festival Fringe (the largest arts festival in the world), Adelaide Fringe in Australia and the National Arts Festival of South Africa as well as other UK and international venues and events.

They use a wide range of innovative technologies that provide the best solutions for event sales, data capture and distribution. This includes a number of unique capabilities that enable.

Their clients to provide a high class service and an excellent customer experience.

Roles and Responsibilities

They are looking to appoint a Support Specialist who has experience in the ticketing industry, to work within the Operational Support team. The Support Specialist provides operational support to clients in their use of the VIA ticketing system. This includes, but is not limited to:

- Front-line user support by telephone, email and online support system

- Installation and support of hardware such as ticket printers and payment terminals

- Assist with training of clients

- Assist with testing of VIA and the accurate reporting of any problems

- Assist with the creation and upkeep of user documentation

- Assist with providing 24-hour on call support by being part of the company out of hours support rota (involves answering urgent support issues out of hours)

- Site visits to provide support or training on site if required

- Attend and document meetings on behalf of the Support team

- Actively maintain contact with clients on a regular basis

Person Specification

- Excellent written and oral communication skills

- Strong phone contact handling skills and active listening

- Capability and adaptability with various computer tools and programs

- Ability to prioritise and manage time effectively

- Experience in analysing complex material

- Willingness to work evenings, weekends, and some holidays

- Ideal candidates should be personable, empathetic, adaptable and focused problem-solvers with an acute attention to detail, a desire to learn, and an eagerness to take initiative and exceed expectations.

- Proven work experience in a ticketing environment, ideally with use of a Box Office system at Supervisor level or above