Patron Technology enables live event organizers to create better, more customized experiences for their ticket buyers and deeper, more profitable relationships with their sponsors through an integrated, industry-leading event technology solution. Event organizers of different sizes and across different segments use Patron Technology for ticketing, marketing, fan engagement, CRM, logistics and data management.
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WHY DO WE NEED YOU?
Reporting to the Director of Product Support, Product Support Specialist will learn our product from the ground up and support our clients by phone and email. The ideal candidate will have excellent communication skills and experience documenting issues and resolutions. The Product Support Specialist position includes the opportunity to train clients about our product in the future.
This position is a work from home position. However, if you are located in San Diego, California, you have the availability to report to our office at that location.
* Responds to inbound customer issues and questions via email and telephone * Troubleshoots the issue, determines the source of the customer's issue working with engineering if required and follow-up with customer to ensure issues are completely resolved * Solves technical as well as business related issues for customers * Troubleshoots problems to arrive at the root cause and clearly document the problem * Understands complex customer issues and report them concisely into the customer support system with clear and complete documentation * Quickly escalates issues that are unable to be resolved * Weekend and evening on call time expected (Once every 4-5 weeks only)
* Technical Support, Customer Service, or Application Support background required * 3+ years' experience in related field * Strong organizational and writing skills * Ability to quickly learn a new product, use flexible thinking to analyze and resolve problems * Thorough knowledge of Windows environment * Some knowledge of Macintosh environment is a plus
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