Showpass is a ticketing and event management software company. We empower venue and event organizers to create a rich, connected experience for their customers through next-generation technology. We combine cutting-edge software and hardware for seamless on- and offline sales, while delivering event management tools on the same integrated platform.

But what makes us different?

Showpass offers a unique platform for collaboration between the key groups that power events. From venues to organizers to street teams, to event attendees, we are focused on bringing people together through the magic of live events. We also happen to be powered by a very talented team fostering innovation, creativity, and disruption. These pillars support the Showpass culture which is built on a love for events, and all things food. That's what makes us the fastest-growing Canadian ticketing company.

THE ROLE: Support Specialist
THE HOURS: 7 am - 3:30 pm EST

THE LOCATION: Toronto or Atlantic Canada based candidate preferred, but open to remote candidates who can work the above noted hours.
THE RESPONSIBILITIES:

• Monitor and respond to Showpass hotline and online support system (Zendesk) for all customer (ticket buyer) and client (ticket seller) inquiries
• Work collaboratively with Client Success and Support teams to escalate issues for ticket buyers and event organizers
• Assist with unmanaged (Tier 2, 3 and 4) clients in regards to payout status, refunds and cancellations
• Proactively offer and execute training, troubleshooting and product demos to clients via phone and video on a case by case basis to expedite solutions or provide improved client experience
• Assist with chargeback process and disputes on behalf of clients
• Assist with hardware tracking and fulfillment and troubleshoot equipment as needed
• Handle in-house ticket printing and distribution as needed
• Provide feedback to Client Success and other teams to improve products, site usability and level of service
• Work collaboratively with product and finance teams to rectify issues for customers and unmanaged clients
• Attend events as an on-site representative from Showpass and train event staff as required
• Participate in rotating on-call weekend/holiday schedule
• Support CSMs with overflow tasks
  

THE QUALIFICATIONS:

• Post secondary education is an asset
• Minimum 1 year of experience in a customer/client-facing role
• Experience working in the events/ticketing industry is preferred
• Experience managing hotlines and/or multi-channel customer support platform (preferably Zendesk) is an asset
• Experience working for a technology company in a B2B2C industry is an asset
• Ability to learn new software systems quickly
• Strong organizational and process-oriented skills
• Excellent verbal and written communication skills
• Must be empathetic and understanding of client/customer needs
• Ability to maintain a calm, positive and friendly attitude when dealing with clients and/or customers, especially in difficult situations
• Ability to navigate difficult conversations with poise and empathy
• Strong project and time management tools to efficiently handle competing requests
• Must have reliable internet and quiet workspace conducive to interacting with clients via phone and video
• Must be available on evenings and weekends as needed. This includes the rotating on-call weekend/holiday schedule and any on-site event support as required.
  

Showpass is committed to employment equity, welcomes diversity in the workplace, and encourages applications from all qualified individuals. We thank all interested applicants; however, only qualified applicants selected for an interview will be contacted.

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