Senior Client Support Specialist

We are seeking an engaging, outcome-driven individual to join our Client Support team as a Solution Expert. In this role, you are the front line for our clients: you triage and resolve incoming cases, guide users through the platform, and turn day-to-day problems into clear, workable solutions. The successful candidate is passionate about customer service, has a genuine troubleshooting mindset, and enjoys helping clients realize their business outcomes with our product.

This is a client-facing role in a busy, queue-driven environment. You will own a portfolio of cases end to end, work closely with Technical Solution Experts on deeper technical issues, and contribute to the knowledge base so that the whole team gets better as you do. Familiarity with the ticketing and live events industry is a strong advantage.

Requirements:

• Experience in a client-facing support, service desk, or customer service role, ideally at a SaaS or technology company.

• Strong written and spoken English, with the ability to explain a technical concept to a non-technical audience clearly and without jargon.

• Solid technical aptitude and demonstrated troubleshooting experience: comfortable working in web applications, reading configuration, interpreting error messages or logs, and reasoning through a problem methodically.

• Proven ability to understand a client’s underlying question, find the appropriate solution, and communicate it effectively.

• Experience working to service level targets in a ticketing or case management system.

• Ability to multitask and to set and manage dynamically changing priorities across a live queue.

• Excellent working knowledge of Windows and/or macOS, browsers, and common Internet applications.

• Experience in training or demonstrating software features to clients is an asset.

• Knowledge of the ticketing and live events industry, or experience with products or another ticketing system, is a strong asset.

Responsibilities:

• Act as a subject matter expert on AudienceView Unlimited, maintaining a thorough working knowledge of its functionality, configuration options, and best practices.

• Serve as a first point of contact for clients, triaging and managing a queue of incoming cases through the support portal, email, and phone so that response and resolution targets are met.

• Translate client questions and problems into practical solutions using the product's feature set, and explain those solutions clearly in writing and in conversation.

• Investigate and troubleshoot reported issues: reproduce the behavior, isolate the cause, document findings, and either resolve the case or escalate it with a complete, well-written summary.

• Guide clients through system navigation, configuration, and everyday workflows, including scheduled walkthroughs and consulting sessions where a client is adopting new functionality.

• Keep clients informed throughout the life of a case, setting realistic expectations and following up proactively rather than waiting to be chased.

• Contribute to one-to-many enablement: knowledge base and how-to articles, internal documentation, and client-facing training material.

• Work closely with Technical Solution Experts, Professional Services, and Product on cross-functional problems, providing clear reproduction steps and a full client context.

• Identify recurring issues, product gaps, and process improvements, and raise them with the appropriate stakeholders along with a recommendation.

• Work flexible shifts as required by client milestones, on-sale activity, and seasonality in the live events calendar.

Work conditions:

• Remote work;
• The probation period is 2 months;
• 2 non-fixed days off per week.
• UK business hours

Please apply only if you are currently located in Ukraine. Applications from candidates outside Ukranie will not be considered