SXSW Hiring for Seasonal Customer Service Representative – Software at Austin, TX Full Time

SXSW aims to have the best event technology in the world. We rely heavily on custom, proprietary software to make that a reality. As a Seasonal Software Customer Service Representative, you will work closely with an in-house software team to support SXSW systems and provide Tier 1 customer support. SXSW’s core mission is helping creative people achieve their goals, and providing stellar customer service is a significant part of that.

Duties & Responsibilities

Responsibilities include but are not limited to:

• Provide technical support to SXSW customers via Zendesk and email.
• Contribute to software user acceptance testing and quality assurance.
• Collaborate with the software team to continuously improve our products and processes.
• Collaborate with other customer-facing departments.

On-Site Responsibilities

• Work shifts for and support other departments on site as necessary.
• Ability to stay upwards of 14 consecutive days/nights away from home to support the on-site event.

Qualifications & Skills

• Experience with Zendesk or other help desk software
• Experience with web software basics, including general troubleshooting
• A strong customer service ethos
• Experience working with business tools such as Google Suite & Docs, Jira, and Slack
• Excellent written and verbal communication
• Strong organizational skills and attention to detail
• Ability to communicate and collaborate with technical and non-technical stakeholders
• Ability to handle a high volume of incoming tickets while effectively prioritizing requests
• Experience working on technology or production for events, conferences, trade shows, or concerts is a plus

Physical Requirements

It is frequently required to sit or stand for long periods. Manual dexterity is needed for keyboard and computer use with or without accommodation.

Work Location & Schedule

This is a seasonal position located in Austin, Texas. Core business office hours are Mon-Fri, 10 am – 6 pm CT (Hybrid). Additional hours and company-wide Saturday meetings are expected during the SXSW event (February – March).