Solution Expert

The company:

AudienceView is one of the largest global ticketing companies with clients in North America and the UK. Combining innovative technology with individualized client support, AudienceView has been leading the way in event ticketing and e-commerce solutions for over 20 years. Our global team stands behind our mission to transform how events are discovered, attended, and remembered. Our solutions drive efficient, integrated operations for more than 2,000 organizations across 12 countries Through innovative technology, popular consumer brands and unique support tools, we’ve created an ecosystem that helps businesses manage their events, seamlessly. We live and focus on four core values:

• We are people first
• We are innovative
• We are results driven
• We are transparent

AudienceView is made up of people who believe wholeheartedly in the power and magic of live events. If you feel the same way, you’re in the right place. Come transform live entertainment with us.

What you'll do:

• Acts as a subject matter expert on the AudienceView product by maintaining a thorough knowledge of functionality and best practices.
• Translates client questions and problems into solutions using AudienceView’s feature-set.
• Works within a team of Solution Experts as the first point of contact for our clients, triaging and managing a queue of incoming cases to ensure response and resolution targets are met.
• Delivers exceptional service to our customer base via phone, support portal, and email as appropriate
• Provides assistance navigating clients through how to use the system and troubleshooting any issues they encounter.
• Acts as a key training contact for clients in onboarding, providing scheduled training sessions with various individuals in their organization as required.
• Conducts consulting sessions for clients using new features and looking for the best approach to meet their specific business needs.
• Participates in one-to-many education programs for clients including webinars, video training, and how-to article creation.
• Completes tasks assigned by the due date and advises key stakeholders on progress, opportunities, and risks.
• Identifies opportunities and challenges for the client and proposes best practices for new business process options using AudienceView.
• Works closely with our Technical Solution Experts on cross-functional problems and initiatives to deliver successful outcomes to clients.
• Collaborate across internal teams and external stakeholders to provide expertise in assessment, analysis, evaluation of alternative solutions, and resolution of issues within the product.
• Facilitates and promotes excellent teamwork via clear, concise, accurate and open communication across all communication channels.
• Attends client on-site training and consulting sessions as required
• Works flexible shifts as required by client milestones and seasonality
• Maintains a good working knowledge of the ticketing and live events industries.

What you'll need:

• Experience working in a client-facing support or services team at a SaaS company.
• Proven ability to understand client issues and questions, find appropriate solutions, and explain those solutions effectively.
• Experience training or demonstrating to clients how to use software features and functionality
• An enthusiasm for working with clients to solve problems and help them achieve desired business outcomes.
• Critical thinking skills to understand a problem and determine the steps you need to take to get results
• Ability to multitask, and to set and manage dynamically changing priorities
• Strong verbal and written communication skills
• Excellent understanding of Mac and/or Windows operating systems, and internet applications
• Knowledge of or experience in ticketing and live event industries is an asset.
• Experience with AudienceView’s products or other ticketing systems is an asset.

How we hire - here's a brief overview of our recruitment process:

Screening & Resume Review: Our Talent Acquisition team will evaluate all resumes and select candidates for a video screening call for 30 minutes.
Hiring Manager Interview (45-60 minutes): Meet with the hiring manager to speak in detail of your relevant experience and learn more about the role.
Meet More of the Team (45-60 minutes): Meet with more team members to learn more about the work culture and the team dynamic.
Final Interview (30 minutes): Meet with the Sr. Director of Client Engagement for a final conversation about the role.