Customer Support Specialist

The Company

Intellitix is Canada’s next generation event management platform offering event organizers a mobile, all-in-one solution for event ticketing, access control, cashless payments, and guest engagement. Intellitix is the backbone platform for some of the world’s largest festivals and events including Tomorrowland, Comic-Con, Boots and Hearts, Sommo Festival, VidCon and more.

The Opportunity

The Customer Support Specialist is a key member of the Customer Experience Team at Intellitix. Our Customer Experience team plays a vital role in ensuring that our clients and their guests achieve their goals and receive maximum value from our products.

We are seeking a dedicated and detail-oriented Customer Support Specialist to join our Customer Experience team. In this role, you will be on the frontlines of events and festivals, working alongside our clients (and their clients) and the product team to collaborate on best practices, processes, and product improvements. You’ll own our help center, all training resources, and support channels; responsible for creating, maintaining, improving, and reporting on each of them.

The position might be hybrid or remote depending on the home location of the successful candidate and involves traveling to and working on-site at events and outdoor festivals, often for extended periods of time.

About You

You’re passionate about building a best-in-class experience for your clients. You want to work with a team of similarly passionate, smart, and talented people - while having the autonomy and empowerment to make key decisions - as you take the next step in your career.

You are a builder; you understand the importance of creating foundations and processes to build a killer product upon. You are constantly iterating for efficiency and effectiveness for you, your team, and your clients.

You are a problem-solver; you understand how to work with a variety of stakeholders to resolve issues. You are solution-oriented and can anticipate requests.

You are super-organized, detail-obsessed, and don’t need to be micromanaged. You work best with collaboration and goal setting but then can take work away and make things happen.

You love events, especially the technology that powers events. You are buoyed by the energy that comes from watching a crowd that you helped get into and around the event enjoying themselves.

You are equally comfortable chatting with a client, conducting a demo, or training your peers; presenting complex solutions in a digestible manner.

You are passionate about personal growth and learning. You want to work with a team where egos and politics aren’t a factor, and you’re encouraged to question, challenge, and contribute.

You are looking for an opportunity at a company with room for you to grow and advance your career as you show what you can do.

Responsibilities

• Be a product expert for our clients, for your team, and for the company

• Develop and maintain support documentation, resources, and videos to guide internal and external users through the product

• Conduct training sessions and demos for clients and internal stakeholders

• Respond to customer inquiries via email, phone, and chat, resolving issues or escalating them as necessary.

• Implement and maintain support tools, such as ticketing systems, help centers, and chatbots for our clients and their clients (end-users)

• Continuously assess and refine support workflows to enhance efficiency and effectiveness

• Monitor and analyze support metrics; prepare and present regular reports to senior management

• Provide feedback to the product team to relay client and end-user needs, issues, and experiences to drive product strategy, roadmap, and prioritization

• Help build and scale internal processes to support hundreds of clients

• Work with clients on site at events as necessary

Qualifications

• 3+ years of customer support experience, preferably in the event, ticketing, and/or technology industry.

• Experience with Zendesk or similar; and support automation tools.

• Experience with basic photo and video editing software.

• Excellent verbal & written communication skills; the ability to explain complex issues in simple terms and adapt tone for different stakeholders, including in person.

• Ability to deliver engaging and captivating demos and presentations tailored to diverse audiences online and in person.

• Strong attention to detail and incredibly organized; the ability to create order and structure.

• Critical thinking skills and the ability to apply reason to problems – just because you don’t have experience with something doesn’t mean you can’t figure it out.

• Ability to quickly pivot between tasks.

• Excellent follow through and persistence; you show initiative and are resourceful.

• A superior work ethic, self-motivated, and a sense of ownership (you care and are not interested in sloppy work).

• Collaborative when working with a team.

• Passion to learn new things and grow yourself and the company.

• The ability to travel to events and work on-site for extended periods of time.

• A good human being with a positive attitude and a great sense of humor.

Why Choose Intellitix?

Be part of a winning global team, where you will thrive in a culture that values collaboration and openness. We offer a fast-paced environment and the opportunity to contribute significantly and put your fingerprint on the development and direction of our brand and our products.

At Intellitix you will join a tight knit team where you are trusted and empowered to make decisions and contribute across the entire company. We believe in hiring the right team and actually trusting them to deliver.