Remote Fan Support Specialist - Phone & Ticket Support

We Could Use Someone Like You in Our Crew. We're seeking Fan Support Specialists to support our technology client providing digital ticketing solutions for K-12 schools, athletic programs, and community events. In this role, you will service as a frontline support representative for customers and end users of the ticketing platform including school activities and activities administrators, event attendees, parents, fans, and community members. You'll assist customers with ticket purchases, account questions, event information, and technical issues while providing friendly, efficient, and knowledgeable support. The ideal candidate is customer-focused, comfortable troubleshooting technology, and able to communicate clearly with a wide range of users. This project requires weekend and holiday availability. Project Hours (All Times Pacific): Monday through Friday: 12pm to 8pm PST Saturday: 5am to 1pm PST Important Note: MUST have availability Thursdays and Fridays 12pm - 5pm PST Commitment: 8 hours per week Orientation Begins: ASAP Duties: Customer Interaction: Respond to fan inquiries via phone, email, and promptly and professionally Issue Resolution: Diagnose and resolve technical issues related to ticket purchases, account management, and event information Guidance and Education: Assist customers with navigating the ticketing platform, understanding ticketing policies, and utilizing features effectively Feedback Collection: Gather customer feedback to identify areas for improvement and relay this information to relevant teams Documentation: Maintain accurate records of customer interactions and issues in our support system Collaboration: Work closely with team lead, including technical support, sales, and event organizers, to ensure a seamless customer experience Continuous Improvement: Stay updated with product knowledge, new features, and industry trends to provide the best support possible Fan Support: As needed, manage the Fan Support call and case center, to ensure efficient handling of client inquiries, timely resolution of issues, and adherence to quality standards Escalation: Quickly identify and clearly communicate escalated customer needs to technical support staff and communicate case details to customers and/or management Other Key Aspects: Collaborate cross functionally with multiple departments to effectively improve processes Build a strong understanding of the company's product and educate the customer about the platform Update the company database by inputting information from each call and keeping every customer field current Collaborate cross functionally to develop efficient methods for handling issues with larger revenue customers Work on special short-term projects to offer customized support for new products Willingness to learn new technologies and have the ability to coach customers in these new technologies Communicate with customers in a courteous, friendly, and professional manner Perform other duties and special projects as assigned Workspace Requirements: A dedicated laptop or desktop computer running at least Windows 11 or macOS Sequoia/Tahoe Wired Internet connection 8 GB RAM minimum (16 GB recommended) 40 MBPS download speed Willing to install ModSquad’s security software and 2FA app Access to a webcam or smartphone Dual monitors strongly recommended for peak productivity A quiet, secure, dedicated workspace About ModSquad: ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place. ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulations. Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.