兼职客户服务代理
Part-Time Customer Care Agent
Leap Event Technology 是一家支持远程办公的公司。该职位面向北美任何地区的候选人开放。
我们是谁：
Leap 正在通过赋予活动组织者创建比以往更具吸引力、更令人兴奋、更具影响力的体验的能力，来革新活动技术行业。我们的一站式票务、移动应用、体验营销和客户管理工具组合，加上我们的专业营销服务，使组织者能够持续推动参与度，并从整个活动中收集所有客户数据。这就是为什么纽约漫画展、Bonnaroo、Illuminarium 和 NHL 等知名品牌选择我们来为他们的活动提供支持。
我们是一支多元化且充满热情的活动专家和粉丝团队，致力于帮助组织者转变他们的活动体验。与我们的客户一样，我们热爱并关注活动。我们每天都将我们的热情、知识和实践经验应用到工作中。我们在达拉斯、蒙特利尔和悉尼设有办公室，并在全球拥有广泛的远程员工队伍，我们多元化的背景使我们具备为全球任何行业的活动创造非凡体验的经验。
听起来有趣吗？让我们聊聊。
作为客户服务代表，您将：
- 通过电话、在线聊天和电子邮件成为客户咨询的主要联系人，每次互动都提供专业服务
- 帮助客户进行票务购买、活动票务咨询、激活/应用支持以及所有 Leap 系统（Pro Ticketing、Epic Experiences、Leap Conventions 和 Activations）的常规平台问题
- 解决与票务相关的问题；利用去升级技巧，结合培训过的客户服务技能和资源，并最终将复杂案例转交内部支持
服务标准
- 在所有支持渠道中满足响应时间和解决目标
- 通过提供准确高效的客服保持高客户满意度（CSAT）评分
- 遵循既定流程，使用可用工具和标准信息，同时根据具体情况调整沟通方式、工作流程和升级程序
- 识别重复出现的问题或趋势，并向团队报告以帮助改进流程
行政与系统
- 在我们的内部系统中记录并维护所有客户互动的准确记录
- 及时了解产品更新、活动详情和政策变化，以提供准确的信息
查看英文原文
Leap Event Technology is a remote-friendly company. This position is open to any candidate in North America.
WHO WE ARE:
Leap is revolutionizing the event technology industry by empowering organizers to create experiences that are more engaging, more thrilling, and more impactful than ever before. Our all-in-one suite of ticketing, mobile apps, experiential marketing, and patron management tools, combined with our expert marketing services, allows organizers to drive nonstop engagement and capture all customer data from their entire event. That’s why iconic brands like New York Comic Con, Bonnaroo, Illuminarium, and the NHL choose us to power their events.
We are a diverse and passionate team of event experts and fans who are dedicated to helping organizers transform their event experiences. Like our clients, we live and breathe events. We take our passion, knowledge, and hands-on experience and apply it to our work every single day. With offices in Dallas, Montreal, and Sydney, and an expansive remote workforce across the globe, our diverse backgrounds give us the experience needed to create incredible events for any industry, anywhere in the world.
Sounds interesting? Let’s talk.
AS A CUSTOMER CARE REPRESENTATIVE, YOU WILL:
- Serve as a primary point of contact for customer inquiries via phone, live chat, and email, delivering professional service on every interaction
- Help customers with ticket purchases, event ticketing inquiries, activations/application support, and general platform questions across all Leap systems (Pro Ticketing, Epic Experiences, Leap Conventions, and Activations)
- Troubleshoot and resolve issues related to ticket questions; utilizing de-escation techniques with trained customer support skills and resources, and ultimately escalating complex cases to internal support.
Service Standards
- Meet response time and resolution targets across all support channels
- Maintain a high customer satisfaction (CSAT) rating by delivering accurate and efficient support
- Follow established processes and utilize available tools and standard messaging while adapting communication, workflows, and escalation procedures to each specific situation.
- Identify recurring issues or trends and flag them to the team to help improve processes
Administrative & Systems
- Log and maintain accurate records of all customer interactions in our internal systems
- Stay current on product updates, event details, and policy changes to provide accurate information
What You'll Bring (EXPERIENCE & SKILLS:)
- High school diploma or equivalent required
- 1+ years of customer service experience
- Strong computer literacy and internet savvy
- Ability to learn new tasks quickly
- Strong organizational skills with the ability to multitask
- Excellent verbal and written communication skills
- A friendly, people-first attitude and genuine passion for helping others
- Good troubleshooting and problem-solving skills
- Fluency in English required; French and/or Spanish a plus
- A passion for the entertainment and music industries is a big plus!
- Must have the ability to work independently and efficiently. This is a work from home role that requires a quiet space to work and reliable WiFi.
- This role pays $15/hr.
BENEFITS:
We offer
- Medical, Dental, Vision, and Voluntary benefits
- Generous PTO
- Paid parental leave (following 12 months of continuous employment)
- 401K Match
- $200 event reimbursement
- Access to learning & development opportunities through our LMS platform and peer-to-peer LeapU program
OFFICE INFORMATION:
Leap Event Technology is a remote-friendly company. However, we do offer the option of working in the office for employees located in Montréal (CAN), Pittsburgh (U.S.), Dallas (U.S.), Sydney (AUS). All of our offices are stocked with snacks and drinks and we provide a free lunch every week. We offer a monthly travel stipend, and even host the occasional themed party and happy hour!
If you don’t live near an office but happen to be visiting nearby, you can work from the office for as long as you need.
LEARN MORE:
Salary: $15 an hourOriginally posted on Himalayas