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.  

Schedules Available

• 12:00 PM - 9:00 PM EST - Monday, Tuesday, Thursday, Friday and Saturday (Sunday and Wednesday OFF)

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!