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We’re looking for a Solution Expert to join our Client Support team and become the go-to person our clients trust when something isn’t working the way it should.
You’ll own a queue of cases from the moment they land until they’re resolved, working across our support portal, email, and phone. Our platform runs ticketing and live event management, so if you’ve worked in that world before, great, and if you haven’t, we’ll teach you. What matters more is that you’re genuinely curious about how things work, patient enough to walk someone through a fix, and quick enough to think on your feet when the queue gets busy.
What you’ll do
* Get to know the platform inside and out so you can troubleshoot with confidence rather than guessing.
* Triage incoming cases and turn client questions into clear, practical solutions, explained in plain language, whether you’re writing an email or talking someone through it live.
* Dig into reported issues: reproduce the behavior, find the cause, and either fix it or hand it off to a Technical Solution Expert with a clean, complete summary.
* Run walkthroughs and consulting sessions when clients are learning something new, and keep them in the loop throughout the life of a case so they never have to chase you for an update.
* Add what you learn to the team’s knowledge base and training materials, so the next person doesn’t have to solve the same problem from scratch.
* Notice the patterns behind recurring issues and speak up about product gaps or process fixes.
* Stay flexible around on-sales and the natural seasonality of live events, since that’s when clients need you most.
What you bring
* Client-facing support or service desk experience, ideally at a SaaS or tech company, and a real track record of turning a confused client into a happy one.
* Strong written and spoken English, with the knack for explaining something technical without the jargon.
* A methodical troubleshooting mindset: comfortable in web applications, able to read configuration settings and make sense of error messages, and unafraid of a tricky case.
* Experience working against SLAs inside a ticketing or case management system, and the ability to juggle a queue where priorities shift by the hour.
* Comfort with Windows and/or macOS, browsers, and everyday internet tools.
* A plus if you’ve trained clients on software before, or if you know the ticketing and live events world already.
What we look for in a teammate
Technical skill gets a case solved. Attitude is what makes a team actually work. We want someone proactive and dependable, the kind of person who picks up the hard case, shares what they learned from it, and helps a teammate without being asked twice. You flag risks early, follow up before a client has to chase you, and stay steady when the queue gets loud. You’re curious enough to keep learning the product and the industry on your own, and open enough to take feedback as well as give it.
If that sounds like you, we’d love to hear from you.
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