Fulfillment Support Agent I

Summary

Join Automatiq, a market-leading event ticketing technology company, as a Fulfillment Support Agent. You will be responsible for post-sale ticket delivery, assisting clients with fulfillment issues, and collaborating with the support team to ensure a best-in-class customer experience. This role demands attention to detail, strong communication, and the ability to work effectively in a fast-paced, remote-first environment. You will execute ticket delivery processes, interact with accounts, monitor order inboxes, and escalate issues as needed. The position requires excellent problem-solving and collaboration skills, along with proficiency in various systems. Weekend availability is required.

Requirements

• 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, remote first 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)
• Weekend availability is required

Responsibilities

• 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 scheduled
• Engage in our shadowing program for continued learning

Preferred Qualifications

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

Benefits

• $22 - $24 an hour
• Annual discretionary bonus