Career OPPORTUNITIES.

OUTPERFORM – We’re on the lookout for amazing individuals, avant-garde thinkers and state-of-the art doers, who thrive on teamwork in a non-stop, challenging environment. You should be ready for a high level of personal commitment and personal reward. You need to possess a positive outlook, spirited drive and be hungry for more sales, more technology and more success.

If you can outpassion, outinnovate and outtalent, then please contact us at Outbox to become a part of our worldwide team. 

Configuration and Application Support Specialist

This is an exciting and critical role which involves providing Level 2 technical support for our clients and the business. The role balances customer support and technical knowledge, requiring a fair amount of scripting, data manipulation and problem solving experience. It is a critical link between the London support team and the technical support team based in Montreal. Working within a Linux environment and Microsoft SQL Server database, the Configuration and Application Support Specialist team is responsible for resolving and leading all second line requests. A strong technical understanding of web hosted services is a must and managing tight deadlines is a given.

Using Outbox network monitoring tools, he/she will analyze the performance of our systems and undertake diagnoses as required, contributing to the continuous improvement of our services. He/she will work with the management team, analysts and programmers responsible for our products to ensure customer satisfaction by delivering quality applications on schedule.

Experience within the ticketing industry is sought after but not essential.

Duties and Responsibilities

Key Responsibilities:

  • Respond to requests from Level 1 support team, troubleshoot and resolve a wide range of issues
  • Automate repetitive tasks using Python scripts and generate SQL reports
  • Monitor and ensure up time of core services and applications
  • Undertake diagnoses and interventions, and document their solutions
  • Report on customer requests, and track with the development team on the implementation of new features and functionality
  • Monitor on-sales, troubleshoot and resolve issues surrounding event creation and modification

Specifics:

Requests for change or event modifications are submitted by the Client Support Specialists using the FreshDesk online helpdesk system. All level 2 requests are submitted to a queue where it is the responsibility of the Configuration and Application Support Specialist to manage, resolve or escalate as appropriate. Expectations and timescales must be managed in line with SLAs. Reports to the Operation Director.

Support:

This role requires the Configuration and Application Support Specialist to focus on supporting our UK and international client requirements. The right candidate will be good at managing his/her own time and used to documenting best practices and continuously improving current processes.

The role consists of a troubleshooting services by examining logs, querying SQL databases for information and running reports as required, and writing automation scripts using Python. The environment is fast paced and finding workflows that enable fast and accurate resolution is rewarded.

Job Requirements:

  • Experience within a Linux command line environment is required
  • Very good understanding of SQL (Microsoft SQL Server)
  • Intermediate knowledge of Python
  • Good knowledge of networking and web services
  • Good written and spoken English

Candidate Qualifications:

  • College or university degree in Computer Science, Engineering, or related technical field
  • Able to adapt to a flexible work schedule
  • At least 2 years of experience in supporting application software
  • Excels in working closely in a team, and comfortable in a growing company

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Client Support Specialist

The Client Support Specialist position is a challenging one, requiring a proficiency in computers, a comprehensive understanding of customer service, a knack for accomplishing detailed tasks and excellent time management skills. The responsibility of the specialist is to ensure client satisfaction and contribute to the overall success of the organization through creativity and active team participation. Specialists are enthusiastic and organized, educate themselves on our company’s software updates and act to deliver timely and world-class support to the company’s clients and their customers.

 Duties and Responsibilities

 Technology / Software:

  • Mastery of Outbox Technology’s cloud-based entertainment ticketing system
  • Accurately build and maintain entertainment events on Outbox system
  • Assist with event manifest creation
  • Configure client marketing and promotional campaigns

 Client Support:

  • Advise and educate clients to ensure a complete understanding of all Outbox products including ticketing system and access control
  • Facilitate the sharing of best practices to all Outbox clients and offering answers to technical and product use questions
  • Meet and exceed client service level agreements
  • Communicate product updates, new features and functionality to client base
  • Accurately track and report all client interactions to ensure consistent communication
  • Conduct quality control processes to ensure the accurate data entry of all event details in the Outbox system, including Internet and Point of Sale
  • Participate as an active team member to develop and maintain excellent client relationships.

 Problem Resolution:

  • Use troubleshooting tools and techniques to identify the root cause of issues and apply appropriate remedial action for resolution
  • Document new issue/resolution pairs to increase comprehensiveness of knowledge base
  • Coordinate with product support groups to expedite problem resolution

 Job Requirements:

  • Advanced knowledge of computerized ticket sales, or comparable computer/data related experience
  • Proficient in Microsoft Office including Word, Excel & Outlook
  • Ability to learn new technology
  • Demonstrated excellent written and verbal communication skills, including the ability to successfully communicate with clients and other employees
  • Service oriented, with strong organizational skills and an eye for detail
  • Ability to successfully handle multiple priorities and complete tasks in a timely manner
  • Must be flexible about working nights, weekends and possibly holidays.

 Candidate Qualifications:

  • Track record of creative problem-solving skills and analytical abilities in a fast paced service/support environment
  • Demonstrated ability to adapt to a new environment and learn new skills
  • 2 years of customer support experience in a technology based business
  • A general college degree, or comparable real world experience
  • A passion for the live entertainment industry

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