Manager of Client Support, Ticketbooth

Manager of Client Support, Ticketbooth

Patron Technology | Sydney, NSW, AU

Posted a month ago

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Job description
  Patron Technology is a remote-friendly company.
Patron Technology empowers event organizers to take control of their entire event experience with our technology solutions. Using our powerful ticketing, experiential marketing, mobile apps, and cashless products, organizers transform how audiences experience their events, drive nonstop engagement, and reach new audiences worldwide. That’s why iconic brands like New York Comic Con, Coachella, Midnight Mafia, Seasons, Agfest, and Strawberry Fields use our suite of integrated event technology to power their events.
We are a diverse team of event-goers and experts passionate about helping our clients transform how attendees experience their events. We thrive in a collaborative, fast-paced environment that rewards innovation and creative thinking. We are looking for an experienced client support manager to join our team and become an expert in our Australia based event ticketing system, Ticketbooth , and have the ability to fully support our other global products.
Work at our fabulous new office in the heart of Surry Hills!
This position will be an in-person role, with opportunities to work remote periodically, that will operate out of our new Surry Hills Sydney office and will be responsible for managing our client support team (up to 3 direct reports), which provides ongoing client and technical support to our clients based in Australia, New Zealand, Europe, America and all around the world. 
If you love to work live events, have a passion for organization, clients’ success, technology and thrive in fast-paced environments, come and join our team! 

Sounds interesting? Let’s talk.
Have expert-level knowledge of our ticketing platforms and intermediate-level knowledge of all other Patron Technology products. 
Serve as a manager and escalation point for Client Support Representatives and contractors for the Client Support and Event Operations (on-site and hardware support) department. 
Monitor, triage, and prioritize incoming requests based on urgency, complexity and client tier.
Work client inquiries and directly engage with clients to resolve requests promptly. 
Assist with Tier-2 & 3 client implementations; oversee the internal delivery process to ensure on-time and on-target implementation:
Build Events for Clients and/or Project Manage App Build
Onboard and Train Clients on the ticketing system and new features

Collaborate with the Support, Product, and Engineering teams to track bugs and feature requests and to QA new features.
Monitor remote client server systems.
Be fluent in Patron Technology’s shared tools, such as our CRM, Phone, and Project Management Tracking systems.
Provide after-hours and emergency support when necessary.