- Serve as the first point of contact for arts organizations by answering questions and troubleshooting complex software workflows, including ticketing setup, individual show configuration, seasonal pricing structures, and annual patron rollovers.
- Provide high-quality support across multiple support channels, including tickets, live chat, and phone support.
- Proficiently navigate Zendesk to document, answer, and escalate support tickets.
- Deliver accurate, empathetic support while meeting KPIs including Time to First Response (TTFR), Customer Satisfaction (CSAT), and resolution time targets.
- Test and verify software bugs and communicate verified issues to product teams.
- Research issues in Zendesk, Slackbot, and Jira to identify trends.
- Leverage AI tools including Zendesk Copilot, Gemini, and Slackbots to streamline workflows and accelerate issue resolution.
- Manage and monitor Jira tickets in partnership with the Development team.
JiraCustomer serviceTroubleshooting+2 more