Customer Support Specialist
New
H
HighlightTANonprofit software
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1+ years of experience in technical support, troubleshooting, database administration, or a related technical role
- Required Skills
- JiraCustomer serviceTroubleshootingTechnical supportZendesk
Requirements
- 1+ years of experience in technical support, troubleshooting, database administration, or a related technical role.
- Excellent problem-solving skills with a technical troubleshooting mindset.
- Proficiency with support software (Zendesk) and project management tools (Jira, Slack).
- Ability to leverage AI tools such as Zendesk Copilot and Gemini to streamline work.
- Excellent verbal and written communication skills with the ability to explain technical subject matter to non-technical audiences.
- Exceptional attention to detail and ability to prioritize workloads.
- Strong work ethic and client-first mentality.
- Undergraduate degree in a related field is preferred.
- Familiarity with performing arts management, patron services, and event operations is a plus.
Responsibilities
- 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.
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