Help Desk Representative: Tickets.com

All National Departments, clients and outlets turn to the Help Desk when they need assistance with the ticketing system. The Help Desk Representative I provides support to internal TDC departments as well as external customers (venues and outlets). The Help Desk handles Tier I problem resolution and Tier II problem tracking and escalation. The Help Desk provides support for TDC products and services, which include: BOTS ticketing system support, Web on-sale support, IVR support and kiosk support. In this high volume call atmosphere, the Help Desk offers immediate, front-line troubleshooting to our customers in a professional & effective manner. The Help Desk Rep must be a self-starter and able to complete the majority of tasks without supervision. This position is a full time position; evening and weekend hours may be required.

Essential Job Functions:

· The Help Desk is a very busy, intense work environment. An essential function of the position is to calmly and professionally deal with any situation with a promoter, client, box office staff member, outlet staff member or co-worker.

· Log / track all incoming Help Desk calls and emails in the call tracking system

· Analyze and resolve problems with the aim of eliminating recurrences and reducing calls to the Help Desk

· Identify the purpose / issue of each call in order to resolve the issue as quickly as possible, prioritizing the range of problems impacting one to multiple users

· Monitor TDC's web site uptime and Major League Baseball teams website transaction functionality and escalate all issues as necessary

· Constantly monitor system activity, usage and volume. Proactively monitor to prevent compromising system integrity.

· Using tools and computer applications successfully diagnose and resolve and escalate problems or concerns presented to the Help Desk

· Consistently adhere to the departments attendance and punctuality policies

· Effectively communicate all system issues and outages per Help Desk procedures.

· Generate and distribute reports.

· Provide follow-up status communication as needed.

· Event creation, changes, verification and ultimately put events on-sale (and take them off-sale as needed).

· All other duties as required

Requirements

· 1-2 years working in the capacity of customer support, technical support in a high volume call center or technical support environment

· Exceptional customer service skills and a strong commitment to customer satisfaction

· Strong communication skills, both written and verbal

· Strong troubleshooting / problem solving skills

· Ability to multitask, work effectively under pressure and prioritize, time manage workload - Aptitude to learn new technologies and support multiple systems

· Ability to work with detailed problems and document accurately

· Availability for weekend and night shifts is required. Tickets.com provides 24 hour / 7 day support. Availability requirements include Weekend / Evening shifts and potential graveyard shifts

· Some overtime hours may be required based on business needs

· Remote evening and weekend work as required including having high speed home internet access.