Customer Support Specialist

About the role

Neon One is seeking a Customer Support Specialist for our Arts People platform. Arts People is a specialized, all-in-one ticketing, box office, and fundraising solution dedicated to empowering performing arts organizations.

Responsibilities

• Serve as the first point of contact for arts organizations by answering questions and troubleshooting complex software workflows, including ticketing setup, individual show configuration, seasonal pricing structures, and annual patron rollovers
• Provide high-quality support across multiple support channels, including tickets, live chat, and phone support
• Proficiently navigate our support software (Zendesk) to document, answer, and escalate support tickets when needed
• Deliver accurate, empathetic support while consistently meeting or exceeding key performance indicators (KPIs), including Time to First Response (TTFR), Customer Satisfaction (CSAT), and response and resolution time targets
• Test and verify software bugs; follow procedures to communicate verified issues to support team leaders or product teams
• Prioritize own workload effectively and with attention to detail
• Research issues in Zendesk, Slackbot, and Jira to identify potential trends and prevent duplication of work within the department
• Provide information to Development team about software defects with urgency; encourage clients to share new feature or product enhancement requests via our Product Feedback platform
• Follow established security and risk management procedures

The expected part

• Maintain accurate and up-to-date support documentation as needed
• Leverage modern AI tools, including Zendesk Copilot, Gemini, and integrated Slackbots, to streamline daily workflows, summarize complex tickets, and accelerate issue resolution
• Participate in training sessions to continuously develop skills and product knowledge
• Embrace change by continuously expanding skills and knowledge
• Provide cross-functional support by learning and assisting with other Neon One products as business needs evolve
• Manage and monitor Jira tickets, partnering with the Development team to ensure timely resolution and client communication
• Drive continuous process improvements to enhance productivity and customer experience
• Other duties as required

Great to have

• At least one year of troubleshooting, technical support, or database administration experience
• Willingness to quickly learn new technologies, platforms, and software tools, including Neon One products, Zendesk, Slack, Jira, Atlassian products, Salesforce, and integrated systems
• Familiarity of performing arts management, patron services, and event operations is a plus
• Excellent problem-solving skills and ability to exhibit empathy
• Excellent verbal and written communication skills, with a strong ability to convey technical subject matter to a non-technical audience
• Undergraduate degree in a related field is preferred but not required
• Strong work ethic with a sense of urgency; daily work product driven by a client-first mentality
• Exceptional attention to detail
• Desire to help make good happen in the world

Why join Neon One?

At Neon One, our values are how we show up every day. We make good happen by putting empathy and passion at the center of our work, using technology to uplift mission-driven organizations. We stand for our customers, act with care and intention in every decision, own the solution, and grow together. We innovate fearlessly, always exploring new ways to support our community and each other.