Sr. Ticketing Services Representative (Remote - EST/CST)

At TixTrack, we support our clients by creating superior ticketing solutions for performing arts, cultural institutions, attractions and immersive experiences through a combination of modern technology, beautifully simple design, and the art of listening.

We're redefining ticketing by building technology that simplifies, improves engagement, and empowers venues to make data-driven decisions. One of our core products, Ticketure, is a mobile-first cloud-based platform that helps museums and attractions manage ticketing, memberships, and events, all while delivering a seamless and engaging experience for visitors.

We are a small, but growing team of hardworking, highly motivated individuals. We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

With a presence across both the US and international markets such as the UK and New Zealand, we are anticipating robust growth in 2025. Even with a highly dispersed, largely remote workforce, we stay connected through our Slack channels, virtual events and regional meetups. Come see how we “role”.

About The Role

The Sr. Ticketing Services Representative helps ensure our Ticketure clients receive exceptional service and support. This role is responsible for handling and resolving client queries while ensuring a positive client relationship. This position reports directly to the Director, Ticketing Services (Ticketure).

This position is full-time and fully remote. Candidates must be located in Texas, Wisconsin, Minnesota, Louisiana, Florida, Virginia, North Carolina, South Carolina, New Jersey, New York, or Connecticut. Candidates may be required to travel and/or meet up in-person from time to time. There may also be an expectation in the future for hybrid work in a local office.

About You

• You excel at building strong client relationships, proactively addressing concerns, and ensuring a positive customer experience.
• You have a keen eye for troubleshooting, with experience in HTML, CSS, and JS, allowing you to diagnose and resolve issues efficiently.
• You can juggle multiple client needs and keep track of complex support tasks without missing a beat.
• You thrive in fast-paced environments with the ability to quickly learn new technologies.
  
  

What You'll Do

• Support clients by providing guidance and details about how to use our Ticketure product.
• Log and respond to low-level client support calls and queries via telephone and email in an efficient and timely manner.
• Assist with issues arising from system bugs and functionality problems.
• Escalate client’s development/feature needs to the Support Engineer for proper logging and tracking of the issue.
• Build positive client relations by checking in regularly and following up on active items.
• Identify potential client services concerns and take proactive measures to address them.
• Support the specification, configuration, and set up of new TixTrack Client installations.
• Help successfully onboard and train new clients on the Ticketure system.
• Support ongoing set up, configuration, and monitoring of venues, productions, and promotions on behalf of TixTrack’s clients.
• Maintain a comprehensive working knowledge of TixTrack’s Ticketure product including all new software updates that are released.
• Work with the Sales and Customer Success teams to ensure clients are informed when new features are released.
• Provide occasional input and feedback into the further development and enhancement of TixTrack’s product range.
• Contribute actively to Product / Ticketing Services knowledge bases and other product-related and technical documentation.
  
  

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.

What You'll Bring

Minimum Requirements

• Bachelor’s degree in business, Computer Science or related technical field.
• Four or more years of proven client relationship or customer service experience.
• Hands-on experience with HTML, CSS, JS - ability to read, interpret, and summarize code and error logs.
• A willingness to take on new technologies and solutions, assisting in generating user documentation for configuration and usage.
  
  

Essential Skills

• Strong oral and written communication skills.
• Ability to work independently and manage multiple projects and deadlines.
• Possess strong analytical and problem-solving skills.
• Ability to troubleshoot and use deductive reasoning to solve difficult production issues.
• Possess a strong resolve to see long-running tasks through from inception to resolution.
• Exceptional customer service skills.
• Excellent organizational skills with high attention to detail.
  
  

Tools You’ll Use

• Microsoft Office/Google Suite
• Slack
• Zendesk
• HubSpot
• Jira
  
  

What We Value

Find Harmony - We confidently manage our work priorities and feel comfortable taking time to enjoy life outside of work.

Have a Clear View - We are transparent and honest, understand our roles, and know how we contribute.

Be a Fan - We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

Welcome All - We are a diverse group of employees that come together as a team, without ego, and do great work.

Perform at Your Best – We are committed to our customers success, always willing to listen and improve, to ensure our products exceed expectations.

Our Commitment to Diversity

TixTrack is committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

We strive to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace.

We are focused on building a culture that acknowledges and values diversity, equity, and inclusion.

What We Offer

• Base hourly rate of $28.85 - $36.06 ($60,000 - $75,000 annually), commensurate with experience.
• Annual bonus based on performance and company success
• 100% paid medical, dental and vision benefits for employee and dependents
• Company-paid life insurance
• Traditional and Roth 401k plans
• Paid parental leave
• Volunteer days off
• Working abroad opportunities
• Learning & development opportunities with company reimbursement for eligible educational expenses
• Flexible scheduling
• Generous PTO and holiday schedule
• Remote work environment
  
  

California Applicants: CCPA/CPRA Notice

Our team is here to support you throughout the hiring process with reasonable accommodations. We strive to provide an unbiased and equitable interview experience for all applicants. If you need assistance applying for a role due to a disability or special need, please let us know by emailing accommodations@tixtrack.com.