Client Support Specialist

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

WHO WE ARE:

Patron Technology is redefining what it means to be an event creator by empowering organizers to take control of their entire event experience. With our powerful ticketing, engagement, mobile apps, and cashless products fit for any event, creators can transform the attendee experience and become leaders in their industry. That’s why iconic brands like New York Comic Con, Bonnaroo, Candytopia, and the NHL use our ever-evolving solution to drive nonstop engagement, reach expansive audiences, and gain more revenue.

We are a diverse team of event goers and experts that are passionate about helping our clients transform how attendees experience their events. We thrive in a collaborative, fast-paced environment that rewards innovation and creative thinking. Our employees are located around the world in the United States, Canada, Europe, and Australia.

The Client Support Specialist is a client-facing position that provides support for the PatronManager product. PatronManager clients are primarily arts & cultural organizations (theatres, orchestras, dance companies, museums) that use our product 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. 

Here are some examples of how we help our clients:

• Helping a box office manager with their season subscription renewals
• Troubleshooting a marketing manager’s problems with setting up an email campaign
• Helping a development director with pulling lists for a fundraising appeal
• … And just generally answering a wide range of questions about how our system works.

Working here, you’ll go deep into how cloud-based software works, how arts organizations work, and learn what it’s like to be part of a fast-growing technology company. Check out the rest of our website to learn more about what we do. This position is fully remote, and you can work from anywhere in the US or Canada.

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 brief Knowledge articles describing answers to commonly asked questions within the flow of case work

• Assist with documentation projects as needed
• Complete team-wide tasks as assigned (e.g. queue monitoring, limited on-call)
• Consistently follow our standard data security protocols

EXPERIENCE & SKILLS:

• 1 year prior PatronManager experience and/or Salesforce Administrator Certification
• Experience working with non-profit arts organizations
• Ability to work with clients of varied technical backgrounds
• Strong customer service skills with a genuine focus on our core values: empathy, integrity, hospitality, and curiosity
• Enthusiasm for researching resolutions and problem-solving
• Fluency in commonly used cloud-based apps (e.g. Google Apps, Slack)
• Salesforce administration fluency

Education Required/Preferred

• PatronManager Admin certification required after six months (preferred after four months)

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

LEARN MORE:

https://patrontechnology.com/

ADDITIONAL INFORMATION:

At Patron Technology, we take great pride in providing our team members a safe and healthy work environment. To that end, Patron Technology requires all employees, contractors, and visitors who will be physically present at a company facility or sponsored event, representing the company at a client event, or physically present at any event where the company’s employees, clients, or vendors are present, to be fully vaccinated. Exemptions are permitted, and if approved, will require the wearing of an approved face-covering, submission of a negative COVID test, and completion of a health and safety form that includes temperature.