Working hours: 35 hours per week, Monday – Friday.
Occasional weekend and evening calls will be required with overtime pay included.
Location: Remote or hybrid if located near head office in Dublin, Ireland or UK based.
Responsible to: Head of Operations.
Salary: €30k – €34k / £27k – £31k.
About Ticketsolve: Ticketsolve is a leading ticketing, CRM, marketing, fundraising, and membership partner, working with over 370 theatres, arts organisations, venues, and festivals across the UK and Ireland.
We've evolved alongside our customers for over 17 years, delivering cutting-edge solutions and consultative support tailored to their needs.
Our team spans Ireland, the UK, and mainland Europe, bringing expertise from the commercial, software, and events industries.
We are deeply committed to understanding our customers' goals and helping them achieve success through Ticketsolve's powerful platform.
About the Role: We are passionate about our customers and ensuring they get the most out of Ticketsolve and our Customer Support and Training Specialists are a key part of that.
From training box office teams to configuring seating plans for new venues, our Support & Training Specialists are experts in Ticketsolve, ensuring customers maximise the platform's potential.
Support Specialists work directly with customers to help them get the most out of Ticketsolve, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our product design and development teams.
Key Responsibilities: Customer Support & Issue ResolutionProvide first-class support via phone and email, troubleshooting system queries efficiently.Investigate, resolve, and escalate customer issues while maintaining clear communication.Participate in rotating on-call support schedule to provide out-of-hours assistance, with additional pay for on-call duties.Training & Customer SuccessDeliver bespoke training sessions for new and existing customers (both remote & onsite).Ensure customers feel confident in using the system and can maximise their ticketing operations.System Expertise & Internal CollaborationMaintain in-depth knowledge of Ticketsolve's functionality, including hardware (e.g., printer/scanner setup).Collaborate with Product, Development, and Operations teams to improve features and processes.Knowledge Base & DocumentationCreate and maintain help desk articles and customer documentation on Ticketsolve features.Assist in developing internal training materials for the wider team.Minimum Requirements: Proven customer service experience with a passion for delivering exceptional support.Comfortable delivering training sessions to groups, both online and in person.Can foster strong customer relationships to maximise system benefits and support growth.Strong problem-solving skills with experience in troubleshooting software issues.Ability to prioritize tasks, meet deadlines, and work collaboratively.A proactive and organized mindset with a positive work ethic.Experience in ticketing, arts, or festivals.Familiarity with Ticketsolve or similar ticketing/CRM systems.Interest in the arts and culture sector.Why Join Ticketsolve? We offer a range of benefits designed to support our team's personal and professional growth, including:
Remote or hybrid working options25 days annual leave, plus public holidays, with additional leave for long service.Enhanced maternity & adoption leaveCompetitive pension scheme (up to 5% contribution)Regular team social events and an annual company retreatTravel expenses, and per diems for work-related tripsA supportive management team, focused on career growth and CPD opportunities.We are an Equal Opportunities Employer and welcome applicants from all backgrounds.
How to Apply: To apply, send your CV and cover letter to ****** by 5pm, Monday 24th March.
First-round interviews will take place remotely via Google Meet.Even if this deadline has passed, we're always interested in hearing from talented individuals, so feel free to reach out!
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