Showpass Hiring for Customer Support Specialist (Full-Time, Contract) at Calgary, AB Full Time

Showpass is a ticketing and event management software company. We empower venue and event organizers to create a rich, connected experience for their customers through next-generation technology. We combine cutting-edge software and hardware for seamless on- and offline sales, while delivering event management tools on the same integrated platform.

But what makes us different?

Showpass offers a unique platform for collaboration between the key groups that power events. From venues to organizers, to street teams, to event attendees, we are focused on bringing people together through the magic of live events. We also happen to be powered by a very talented team fostering innovation, creativity, and disruption. These pillars support the Showpass culture which is built on a love for events, and all things food. That’s what makes us the fastest-growing Canadian ticketing company.

Location: Calgary, AB

Term: Contract, Full-Time starting ASAP extending to end of January with potential to turn into a full-time permanent offer

Responsibilities:

• Monitor and respond to Showpass hotline, live chat and online support system (Zendesk) for all customer (ticket buyer) and client (event organizer) inquiries
• Create and moderate documents for event and client support info including event updates, FAQs, cancellations/refund policies, etc.
• Work collaboratively with Client Success and Support teams to escalate issues for ticket buyers and event organizers
• Provide feedback to Client Success and other teams to improve products, site usability and level of service
• Other administrative duties as assigned

The perks:

• A unique and fun place to work – flexible hours, in-house chef, fully-stocked snack bar, and free parking
• Competitive Compensation
• Company social and team-building events

The ideal candidate will have:

• The desire to work in a challenging environment – you love to hustle and will thrive in a fast-paced start-up environment
• Post-secondary education is an asset
• Minimum 1 year of experience in a customer/client-facing role
• Experience managing hotlines and/or multi-channel customer support platforms (preferably Zendesk) is an asset
• Experience working for a technology company in a B2B2C industry is an asset
• Ability to learn new software systems quickly
• Strong organizational and process-oriented skills
• Excellent verbal and written communication skills
• Must be empathetic and understanding of client/customer needs
• Ability to maintain a calm, positive and friendly attitude when dealing with clients and customers, especially in difficult situations
• Ability to navigate difficult conversations with poise and empathy
• Strong project and time management tools to efficiently handle competing requests
• Must have reliable internet and a quiet workspace conducive to interacting with clients via phone and video
• Must be available for evening and weekend shifts on occasion

Showpass is committed to employment equity, welcomes diversity in the workplace, and encourages applications from all qualified individuals. We thank all interested applicants; however, only qualified applicants selected for an interview will be contacted.