Support Specialist - Ticketing Software

Recruiter
Recruitment Genius
Location
Edinburgh
Posted
15 Apr 2018
Closes
18 Apr 2018
Contract Type
Permanent
Hours
Full Time
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 FestivalFringe (the largest arts festival in the world), Adelaide Fringe inAustralia and the National Arts Festival of South Africa as well asother UK and international venues and events.They use a wide range of innovative technologies that provide the bestsolutions for event sales, data capture and distribution. This includesa number of unique capabilities that enable.Their clients to provide a high class service and an excellent customer experience.Roles and ResponsibilitiesThey are looking to appoint a Support Specialist who has experience inthe ticketing industry, to work within the Operational Support team. TheSupport Specialist provides operational support to clients in their useof 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 andpayment 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 thecompany out of hourssupport 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 basisPerson 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 focusedproblem-solvers with an acute attention to detail, a desire to learn,and an eagerness totake initiative and exceed expectations.- Proven work experience in a ticketing environment, ideally with use ofa Box Office system at Supervisor level or above - provided by Dice

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