Client Support Specialist

Leap Event Technology is a remote-friendly company. This position is open to any candidate in North America.

WHO WE ARE:

Leap is revolutionizing the event technology industry by empowering organizers to create experiences that are more engaging, more thrilling, and more impactful than ever before. Our all-in-one suite of ticketing, mobile apps, experiential marketing, and patron management tools, combined with our expert marketing services, allows organizers to drive nonstop engagement and capture all customer data from their entire event. That’s why iconic brands like New York Comic Con, Bonnaroo, Illuminarium, and the NHL choose us to power their events.

We are a diverse and passionate team of event experts and fans who are dedicated to helping organizers transform their event experiences. Like our clients, we live and breathe events. We take our passion, knowledge, and hands-on experience and apply it to our work every single day. With offices in Dallas, Montreal, and Sydney, and an expansive remote workforce across the globe, our diverse backgrounds give us the experience needed to create incredible events for any industry, anywhere in the world.

The Client Support Specialist is a client-facing position that provides support for the Patron Management (formerly PatronManager) product at Leap Event Technology. Patron Management clients are primarily arts & cultural organizations (theatres, orchestras, dance companies, museums) that use our CRM built on Salesforce to run their organizations. We believe they should have access to great technology, as well as the knowledge and expertise to use it successfully. Our Client Support Team is a key part of that philosophy.

Sounds interesting? Let’s talk.

AS A CLIENT SUPPORT SPECIALIST, YOU WILL:

• Provide troubleshooting support including gathering information from the client, initial investigation, and escalating unusual behavior

• Provide best practice guidance for how to most effectively apply the PatronManager tools to meet our clients’ business needs

• Communicate with clients in a timely manner 

• Handle a recommended volume of cases per week 

• Contribute to the sharing and recording of information through readily asking and answering questions of peers and colleagues

• Write documentation describing answers to commonly asked questions within the internal and external knowledge bases

• Complete team-wide tasks as assigned (e.g. queue monitoring, limited on-call)

• Consistently follow our standard data security protocols

• Occasional travel as assigned

EXPERIENCE & SKILLS:

• 1 year prior Patron Management (formerly PatronManager) experience 

• 1 year prior Salesforce administrator experience, Salesforce Administrator Certification a plus

• Experience working with non-profit arts organizations

• Ability to work with clients of varied technical backgrounds

• Robust customer service skills with a genuine focus on our core values: empathy, influence, attentiveness

• Strong written communication skills demonstrating clarity in instruction 

• Ability to work cross functionally

• Enthusiasm and curiosity for researching resolutions, problem-solving, and teamwork

• Fluency in commonly used cloud-based apps (e.g. Google Apps, Slack)

• Familiarity with Salesforce

• Professional understanding of computer applications and software

• Ability to be resourceful and tenacious

BENEFITS:

We offer 

• Medical, Dental, Vision, and Voluntary benefits

• Generous PTO

• Paid parental leave (following 12 months of continuous employment)

• 401K Match

• $200 event reimbursement

• Udemy Business, a world-class learning and development platform

OFFICE INFORMATION:

Leap Event Technology is a 100% remote-friendly company. However, we do offer the option of working in the office for employees located in Montréal (CAN), Dallas (U.S.), Sydney (AUS). All of our offices are stocked with snacks and drinks and we provide a free lunch every week. We offer a monthly travel stipend, and even host the occasional themed party and happy hour! 

If you don’t live near an office but happen to be visiting nearby, you can work from the office for as long as you need.

LEARN MORE:

https://leapevent.tech/

ADDITIONAL INFORMATION:

Leap Event Technology requires all Event Operations employees and contractors who will be representing the company at a client event to be fully vaccinated at least two weeks prior to attending. Exemptions are determined by the event organizer. Employees are not required to be fully vaccinated to be present at an office facility. 

*Leap Event Technology provides equal opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.