Highlightta

Customer Support Specialist

United States

Sponsorship not specifiedDetected 12 days ago

JiraSalesforceCustomer SupportZendeskResearchCommunicationProblem Solving

About the role

Arts People is a specialized, all-in-one ticketing, box office, and fundraising solution dedicated to empowering performing arts organizations.
In this role, you will be the ultimate ally for creative nonprofits, helping them navigate everything from high-volume opening night ticket sales to complex patron database management.
We are seeking a self-motivated, puzzle-loving problem solver who thrives at the intersection of technology and the arts.

As a Customer Support Specialist, you will deliver top-tier support through tickets, live chat, and phone support, ensuring our clients can focus on their initiatives, not troubleshooting software.
Provide high-quality support across multiple support channels, including tickets, live chat, and phone support
Proficiently navigate our support software (Zendesk) to document, answer, and escalate support tickets when needed
Deliver accurate, empathetic support while consistently meeting or exceeding key performance indicators (KPIs), including Time to First Response (TTFR), Customer Satisfaction (CSAT), and response and resolution time targets
Test and verify software bugs; follow procedures to communicate verified issues to support team leaders or product teams
Prioritize own workload effectively and with attention to detail
Maintain accurate and up-to-date support documentation as needed

Above all, you must be passionate about delivering empathetic, best-in-class service to the nonprofit community.

Serve as the first point of contact for arts organizations by answering questions and troubleshooting complex software workflows, including ticketing setup, individual show configuration, seasonal pricing structures, and annual patron rol

Provide cross-functional support by learning and assisting with other Neon One products as business needs evolve

Serve as the first point of contact for arts organizations by answering questions and troubleshooting complex software workflows, including ticketing setup, individual show configuration, seasonal pricing structures, and annual patron rollovers
Research issues in Zendesk, Slackbot, and Jira to identify potential trends and prevent duplication of work within the department
Provide information to Development team about software defects with urgency; encourage clients to share new feature or product enhancement requests via our Product Feedback platform
Follow established security and risk management procedures
Leverage modern AI tools, including Zendesk Copilot, Gemini, and integrated Slackbots, to streamline daily workflows, summarize complex tickets, and accelerate issue resolution
Participate in training sessions to continuously develop skills and product knowledge

This listing is sourced directly from Highlightta's careers page and normalized into a canonical job model.