Position Overview:

Do you love tech 💻, but have a passion for people too 🥰? As a Client Solutions Specialist you'll contribute to helping our clients sell more tickets, streamline operations, drive in revenue, and improve the guest experience. Our ticketing solutions allow our clients to sell general admissions, reserved seats, time/date specific tickets, season passes, memberships, and so much more.

As a member of our Client Operations team, you’ll play a vital part in ensuring that our clients receive the support and service they need to create memorable experiences for their guests. With your keen interpersonal skills and problem-solving abilities 🔍, you’ll provide operational assistance and collaborate with peers to help come up with out-of-the-box solutions to everyday obstacles. We're looking for people who are patient, team players 🤝, and love helping others.

An ideal candidate will have previous experience supporting guest-facing software solutions. You should love to work with people and technology equally. You are a strong communicator, both verbal and written, with demonstrated project and time management abilities. You are passionate about your work and committed to getting the job done, even if it means working extended hours, on the weekend and holidays as needed.

Location: Australia; then, you choose what works for you! This role can be performed 100% remotely anywhere in Australia.

Reports To: Director, Client Success

Travel ✈️ Requirement: Less than 10%

What you'll be working on:

• Configuration, modification, and testing of ticketing products via our Content Management System, data imports, eCommerce platform and point-of-sale applications. 
• Suggest content strategies and design layouts aligned with short-term and long-term client ticketing initiatives. 
• Troubleshoot and diagnose complex technical client service issues and implement solutions with the use of internal systems and SQL. 
• Manage a queue of requests submitted through our client support portal (JIRA). Provide updates on daily progress to clients and client solutions team members with detailed and precise written communication. 
• Collaborate with our Engineering, Product, QA, Project Management and Implementation teams to troubleshoot problems, improve processes, and ensure client satisfaction by providing client feedback to our internal partners and translating their business needs into client solutions.
• Support ongoing system and process documentation needs, which includes writing functionality and training documentation and leading client and internal training sessions. 
• Perform regression testing on new software releases. 
• Assisting with or leading special projects as needed.

What you bring to the role:

• Related experience in ticketing or guest-facing service industry preferred.
• Strong verbal and written communication skills with the ability to communicate effectively to a variety of audiences. 
• Outstanding general computer skills including the Microsoft suite of products and Outlook are required.
• Experience supporting technical applications and have knowledge of/proficiency in database structures in SQL.
• Familiarity with JIRA and Confluence or other service desk systems.
• Comfortable using JSON and HTML.
• Ability to learn quickly, grasp complex concepts, and use an acute attention to detail while problem solving. You possess superb critical thinking and are solutions oriented. 

⭐️Bonus points if you have: 

• A university degree in business, technology or a related field is a distinct advantage. 

*If you don’t have all the qualifications listed, don’t worry! We understand everyone’s career path is unique, and still encourage you to apply if you feel this role is aligned with your career trajectory.

Perks & Benefits

• Competitive compensation package including an annual bonus opportunity, because your hard work deserves recognition; 
• 20-days of paid annual leave for employees up to 3-years of tenure (higher accrual thereafter) – so you can go “OOO” and take that vacation you’ve been dreaming of 😎;
• 8 hours of paid Volunteer Time Off to contribute to causes close to your heart. Making a difference, made easy. 
• Inclusive Family Benefits, including a $7,500 benefit for surrogacy, adoption, and fertility. Because family planning should come with support 🫶; 
• Gain unlimited access to Udemy for Business to support ongoing learning and career development; 
• Enjoy a flexible work schedule that aligns with your team’s schedule ⏰.