Customer Support Specialist

South Florida (Ref: US_CS_120)

Missions and responsibilities

You will join a global customer support team who is dedicated to a high customer satisfaction experience through a group of experts handling of worldwide customer inquiries.

Main Activities:

  • Response to customer inquiries across communication channel (emails and phone).
  • Ensure escalated inquiries have been resolved and that the customer is satisfied with the outcome.
  • Meet pre-defined SLA’s ensuring the customer’s request has been fully resolved to their satisfaction.
  • Analyses and investigate the details of the customer’s inquiry and does the necessary research to respond accurately and completely while maintaining SecuTix Processes and Policy.
  • Redirect customer inquiries to the appropriate department, member staff or manager if unable to resolve and keeps customer informed of the progress.
  • Identifies the root cause of customer issues and takes actions to prevent future contacts.
  • Handles complicated customer issues with patience and perseverance.

Skills

You will need to show:

  • SQL: Programming language for querying, manipulating and managing databases.
  • Strong critical thinking and troubleshooting skills. Capable of approaching problems logically and rationally to ensure an effective resolution is met.
  • Writes and communicates clearing and effectively when responding to a customer request with a keen focus on customer satisfaction.
  • Resourceful and creative when solving problems and developing ideas.
  • Adapts and learns new technology quickly and easily, including new applications and tools.
  • Curious and passionate about learning new skills and subjects.
  • Displays a service/support-oriented attitude to ultimate customers.
  • Customer satisfaction oriented.
  • Languages: English (Fluent), Spanish (Native/fluent)

Work experience

  • More than 5 years’ experience as Customer Support specialist in a IT service company
  • The position is based in South Florida

About SecuTix

SecuTix is a European technology provider of a Ticketing Engagement Platform that helps organisations boost ticket sales and enhance audiences’ experience before, during and after live events. Our product, SecuTix 360°, is a cloud-based platform that combines ticketing and marketing functionality, and is offered as a white label SaaS service.

Used by the largest sport clubs and stadiums, live entertainment businesses, leading museums and cities across Europe, SecuTix manages the yearly sales of 30 million tickets.

Among our clients are Opéra National de Paris, UEFA, Centre Pompidou, Aspro Parks, Saracens FRC, Paléo Festival, Musée Picasso Paris and more.

A daughter company of the ELCA Group, SecuTix has a local presence in Switzerland, France, Spain, Germany, Vietnam and the UK.

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