Job Details

Contact Center Agent II (Remote)

Since 2002, TicketNetwork has served the ticketing and event industry as the go-to platform team for promoters, venues, and resale operators looking to manage and grow their ticketing business. Offering cutting edge e-commerce technology, affiliate marketing, and unrivaled expertise in the entertainment industry, TicketNetwork has been providing top-tier, customizable solutions to provide great service to consumers and clients alike.

We're excited to announce an opportunity to advance your career as a Contact Center Agent II BOH! This role is a key position within our operations, serving as the critical link between customers and sellers. You'll handle support inquiries across multiple channels, via phone, chat, and email, while ensuring that all order, event, and delivery details are communicated accurately and efficiently to all appropriate parties. This position offers the chance to deepen your expertise, contribute to seamless customer experiences, and play an integral role in driving operational excellence.

Primary Responsibilities

• Deliver exceptional support across multiple channels by handling inbound and outbound calls, website chats, and emails with the goal of resolving all first-level inquiries efficiently and professionally.
• Act promptly on escalated issues from customers and sellers, ensuring a positive experience and timely resolution.
• Serve as the critical link between customers and sellers, relaying delivery details, coordinating pickups, and confirming successful fulfillment.
• Manage communication through Freshdesk, acting as a liaison to maintain transparency and accuracy on behalf of the company.
• Assist with order management by refilling and relisting tickets via point-of-sale systems and partner platforms to support customer needs.
• Provide support for partner sites, fielding inquiries and resolving issues across calls, chats, and emails.
• Offer guidance to peers by answering questions related to customer ticket requests and fulfillment processes.
• Coordinate with selling partners and FedEx via phone, email, or support tickets to confirm delivery details and provide timely updates.
• Collaborate with internal departments and stakeholders to ensure smooth operations and exceptional service delivery.

Required Skills

• Excellent communication skills
• Strong problem solving and technical thinking abilities
• Strong attention to detail
• Ability to multitask and prioritize
• Customer service and solution focused

Preferred Skills

• Advanced proficiency with Excel
• Experience with data visualization tools such as Tableau and Visio
• Familiar with ticketing systems like FreshDesk
• Comfortable with cross functional collaboration

Required Experience

• Must be able to make and receive calls and de-escalate/troubleshoot customer and broker order issues with relative ease.

Preferred Experience

• Experience in the secondary ticket market or similar intermediary support preferred.

Working Schedule

• Rest days and schedule allocations may be subject to change based on business requirements. In the event of any such schedule adjustment, the employee shall be notified at least five (5) calendar days in advance, in writing or via an official communication channel, to ensure adequate preparation and compliance.

This Position requires you to have a Computer with Windows OS (No Chromebook or Mac). Please note that we will have to install specific applications on your computer.

Benefits:

• Flexible remote scheduling
• Medical, Dental and Vision as well as additional employer and employee paid benefits.
• Generous PTO, Floating Holidays, Mental Health days, and company observed holidays.
• 401k and employer match.
• Annual voucher for live event tickets
• Much More!

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.