Customer Support Specialist

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🕒 July 9

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HighlightTA

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2024

👥 HR Tech

🎯 Recruiter

☁️ SaaS

HR Tech • Recruitment • SaaS

HighlightTA is your on-demand talent team that simplifies hiring by embedding talent partners directly into your organization. They offer solutions for project management, recruitment functions, and operational projects, tailoring their approach to fit the unique needs of each business. With a data-driven strategy, HighlightTA ensures quick access to top-tier talent while allowing flexibility in scaling team engagement.

📋 Description

• 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 • 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 • 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 • Maintain accurate and up-to-date support documentation as needed • 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 • Embrace change by continuously expanding skills and knowledge • Provide cross-functional support by learning and assisting with other Neon One products as business needs evolve • Manage and monitor Jira tickets, partnering with the Development team to ensure timely resolution and client communication • Drive continuous process improvements to enhance productivity and customer experience • Other duties as required

🎯 Requirements

• 1+ years of experience in technical support, troubleshooting, database administration, or a related technical role • Willingness to quickly learn new technologies, platforms, and software tools, including Neon One products, Zendesk, Slack, Jira, Atlassian products, Salesforce, and integrated systems. • Familiarity of performing arts management, patron services, and event operations is a plus • Excellent problem-solving skills and ability to exhibit empathy • Excellent verbal and written communication skills, with a strong ability to convey technical subject matter to a non-technical audience • Undergraduate degree in a related field is preferred but not required • Strong work ethic with a sense of urgency; daily work product driven by a client-first mentality • Exceptional attention to detail

🏖️ Benefits

• Employee-focused culture • Flexible working hours • Opportunities for professional development