Contact Center Agent II (Remote)

Contact Center Agent II (Remote)

Since 2002, TicketNetwork has served the ticketing and event industry as the go-to platform team for promoters, venues, and resale operators looking to manage and grow their ticketing business. Offering cutting edge e-commerce technology, affiliate marketing, and unrivaled expertise in the entertainment industry, TicketNetwork has been providing top-tier, customizable solutions to provide great service to consumers and clients alike.

We're excited to announce an opportunity to join the TicketNetwork team as Contact Center Agent II - BOH! This role is a key position within our operations, serving as the critical link between customers and sellers. You'll handle support inquiries across multiple channels, via phone, chat and email, while ensuring that all order, event, and delivery details are communicated accurately and efficiently to all appropriate parties. This position offers the chance to deepen your expertise, contribute to seamless customer experiences, and play an integral role in driving operational excellence.

This position requires you to have a Computer with Windows OS (No Chromebook or Mac). Please note that we will have to install specific applications on your computer.

Primary Responsibilities

• Handling inbound and outbound support calls, website chats, and emails, with the intent of resolving all first level support.
• Acts urgently on escalated support calls, website chats, and emails from customers and sellers ensuring a positive customer and seller experience.
• Being the intermediary between customer and seller (ie. relaying delivery information to clients, coordinating pickups, confirming delivery, etc.)
• Acting as a liaison via Freshdesk between customers and sellers on behalf of the company.
• Refills and Relists orders via point of sales and partner sites to assist customers.
• Fields inbound and outbound support calls, emails, or chats for partner sites.
• Answering questions from peers related to customer ticket requests.
• Contacts selling partners and FedEx via telephone, email, or support ticket to discuss and confirm delivery details, and provide updates.
• Communicates with other internal departments and stakeholders as necessary. Required Skills and Experience
• Must be able to make and receive calls and de-escalate/troubleshoot customer and broker order issues with relative ease.
• Must have been a Tier 2 agent for at least 3 months.

Shift Available Sunday, Wednesday, Thursday, Friday, Saturday 12PM-9PM (EST) Monday and Tuesday OFF. Please note: schedule may change to accommodate business needs.

• The standard weekly working schedule shall consist of forty (40) hours, distributed across working days in accordance with the employer's operational needs and applicable labor regulations.
• Rest days and schedule allocations may be subject to change based on business requirements. In the event of any such schedule adjustment, the employee shall be notified at least five (5) calendar days in advance, in writing or via an official communication channel, to ensure adequate preparation and compliance.

Benefits

• Flexible remote scheduling
• Medical, Dental and Vision as well as additional employer and employee paid benefits.
• Generous PTO, Floating Holidays, Mental Health days and company observed holidays.
• 401k and employer match.
• Annual voucher for live event tickets.
• Much more!

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.