Escalations Support Representative

Protecht’s industry leading live event technology and consumer-facing protection products help provide ticketing platforms and organizers with control over inventory, additional lines of revenue, fraud prevention tools, and fan engagement through enhancements like an improved checkout flow, bot detection (beta), and upgraded security.

Job Description:

The Escalations Team at Protecht is a small group of goal oriented and focused people whose goal is to always keep the customer’s experience a priority. We are problem solvers who love thinking about creative ways to solve issues while keeping up with our company’s ever-evolving and cutting-edge technology. We pride ourselves in creating positive, innovative, and fun solutions for our customers through autonomy and initiative. You are a self-starter, always put the customer first, have an affinity for technology and don’t take yourself too seriously. In this role, you will:

• Handle customer escalations related to filed claims.
• Communicate with customers via chat, phone, or email and document communication in our Zendesk system.
• Make strong, independent judgment calls to do what is best for the company and the customer.
• Interface with different Protecht business units including Sales, Operations, and Engineering.
• Develop a deep understanding of Protecht’s business model; stay up to date with the latest Customer Success trends and ensure we are providing best in class service to our customers.

Qualifications:

• 1+ years of experience in a fast-paced, customer focused role providing top tier customer service
• Expert written communication and interpersonal skills
• Strong organizational skills - you can juggle both issue resolution & concise communication.
• Highly innovative; not afraid to challenge the status quo
• Ability to think strategically - always thinking about new opportunities or process improvement.
• You're comfortable operating in a rapidly changing environment.
• Have a track record of maintaining a high-level of professional maturity

Why Protecht:

At Protecht, you are part of a high-performance team that focuses on driving innovation, critical solutions and building next-gen technology that will disrupt the live entertainment industry. If you are excited about massive scale, quality, performance, craftsmanship, and want a fair challenge and a leap forward, come join us and enjoy the following sweet perks:

• Competitive Salary
• Flexible Hours
• Full Medical Benefits
• Life Insurance
• Continuous Learning Program
• Paid Volunteer Days
• Unlimited PTO
• Fully-Stocked Kitchen
• Fun Company Sponsored Events
• Reimbursements for live event ticket purchases