Fulfillment Support Agent I

About us:

Automatiq is the leading all-in-one software platform in the live event ticketing world, serving resellers of all sizes. Our technology suite streamlines the entire ticket resale process, from effortlessly listing tickets on multiple exchanges to dynamically adjusting prices based on market shifts, and even ensuring tickets reach event-goers promptly. Automatiq is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

About the role:

We are seeking a Fulfillment Support Agent to join our market-leading, fast-growing, event ticketing technology company. The team you will be working on owns everything that needs to happen to a ticket after it has been sold. In this role,you will be assisting our clientele in any and all issues that may arise in the process of fulfilling sales.  You will complete fulfillment tasks while bridging with our Support Team in a way that creates a best in class customer experience. This role requires attention to detail, the ability to collaborate effectively with cross-functional teams, strong communications skills and the ability to provide great service to clients.

• Execute ticket delivery processes post-sale, communicating with customers as needed
• Assist clientele with issues related to fulfillment and filter requests through the designated business system platform
• Interact with accounts to facilitate automated systems, but ensuring manual delivery when necessary
• Monitor and sort the orders inbox (Nerve Center of all requests)
• Aid in delivery of sales on non supported sites for Platinum Level Clients
• Escalate issues to Senior Agents or Leads
• Support automation initiatives for streamlined ticket fulfillment
• Document new procedures for training purposes
• Work directly with the Fulfillment Support Team Lead on assigned duties
• Contribute to projects as assigned by Senior Management
• Participate in team and company meetings as schedule
• Engage in our shadowing program for continued learning

• Excellent problem-solving, communication and team collaboration skills
• Able to exercise good judgment and emotional intelligence in navigating customer situations and escalating issues
• A strong work ethic and able to thrive in a fast paced, environment that prioritizes the customer experience —a high level of organizational skills and attention to detail is a must
• Ability to multi-task and be flexible to accommodate the needs of the team and business
• Comfortable with multiple systems including: Google Drive, Excel, Jira, email, and a familiarity with or ability to quickly learn various other dashboard and KPI tracking systems (Monday .com) and customer support ticketing systems (Intercom)

• have experience in the entertainment/ticketing industry
• 2+ years of customer service experience