Job Title: Junior Ticketing Support Specialist
Location: Edinburgh or London (Hybrid / Remote)
Reports to: Head of Client Team
Company Overview
LIVE IT is a dynamic and growing ticketing platform specialising in providing ticketing solutions for events, festivals, attractions, and sports. Our mission is to simplify complex ticketing with innovative, customer-focused technology.
Role Overview
The Junior Ticketing Support Specialist will work within our Client Team and will be responsible for providing exceptional support to our clients, ensuring they have a seamless experience using our ticketing platform. This role is key to maintaining our reputation for excellent customer service. Ideally, the candidate will have experience working with attractions or venues to understand their specific operational needs.
Key Responsibilities
•Serve as the primary point of contact for clients, assisting with onboarding, technical issues, and general support queries.
•Troubleshoot issues, investigate system bugs and provide timely resolutions.
•Assist clients with setting up events, ticketing configurations, reporting, and system customisation.
•Conduct client training sessions, both online and in person, to ensure effective use of the platform.
•Build and maintain strong relationships with clients, understanding their business needs and helping optimise their use of our system.
•Collaborate with internal teams (sales, development, and product) to communicate client feedback and suggest improvements.
•Maintain accurate documentation of client interactions and issues within the CRM system.
•Monitor support tickets, ensuring SLAs are met and responses are delivered promptly.
Key Requirements
•Minimum 2 years experience in a client support or customer-facing role within the attractions or events sector.
•Strong problem-solving skills with a proactive, solution-oriented approach.
•Excellent communication and interpersonal skills, both written and verbal.
•Proficient in using ticketing systems or SaaS platforms.
•Experience with platforms like Freshdesk, Jira, or similar support tools is advantageous.
•Ability to manage multiple clients and tasks effectively in a fast-paced environment.
•Willingness to occasionally travel nationally and internationally for events, client meetings and training sessions.
Desirable Skills
•Knowledge of the attractions industry, including ticketing, membership, or visitor management.
•Basic understanding of technical troubleshooting and system configurations.
•Ability to adapt to changing client needs and priorities quickly.
Location and Benefits
Location - Hybrid remote, with offices in Edinburgh and London. Must be able to travel to either the Edinburgh or London office when required.
In this hybrid role, you’ll receive initial in-office training during your first two weeks. Once training is complete, you will transition to a more flexible arrangement, allowing remote work while maintaining the ability to travel to the office when occasionally required for key meetings and team collaborations.
Additionally, you may be required to travel nationally and internationally to client events and on-sites as part of your responsibilities. While not essential, a valid UK driving license is beneficial for this role.
Flexible working hours and part-time roles may be considered for the right candidate.
Benefits include
* Competitive salary
* Travel opportunities
* Training and development
* Opportunities for career growth and professional development
* 25 days holiday plus bank holidays
* Company pension scheme
* Access to wellbeing programmes and resources
* Bike to work scheme
* Macbook and home office setup support
To apply, please send your CV and cover letter to team@thehrhub.co.uk