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. 

Fulfilment Manager

Job Description

  • Managing all fulfilment activity and processes
  • Responsible for the handling of ticket orders and delivery which are sold on our platform
  • Supervise and manage a team of casual staff when required to fulfill large volume of orders
  • Provide complete fulfilment services to ensure tickets (hard copy) are shipped as soon as possible

Duties and Responsibilities

 

  • Complete fulfilment inventory and follow up on orders to be delivered
  • Print tickets, prepare mailing and match orders ready to be delivered
  • Prepare fulfilment orientation manual and training documents
  • Apply the procedures of quality control in order to assure the operations’ accuracy
  • Liaise with suppliers (Royal Mail, Pitney Bowes, couriers)
  • Collaborate with clients to ensure deliveries of ticket stock, and any other issues
  • Collaborate with the fraud prevention team in order to assure the sales’ integrity
  • Make sure the supplies’ inventory is maintained
  • Assist the Outbox team in any other related tasks

 

Job Requirements and Candidate Qualifications:

 

  • At least 3 years of experience in an office environment, preferably in a fulfilment role
  • Good knowledge of general computer tools; Word and Excel in particular
  • Excellent organisational skills,  and be able to work autonomously
  • Logical, thorough and detail oriented

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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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Configuration & Application Support Analyst

An exciting and critical role which is responsible for providing Level 2 technical support for our clients and the business. The role balances customer support and technical knowledge, requiring a large element of programing and data manipulation 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 SQL database, the Configuration and Application Support Analyst is responsible for resolving and leading on 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 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:

  • Deploy the application to clients, participate in training and monitoring
  • Undertake diagnoses, interventions and document their solutions
  • Receive, analyze and respond to customer requests, in consultation and with support from the rest of the Outbox team
  • Report on customer requests, and track with the development team on the implementation of new functionalities
  • Ensure at all times to  maintain a high level of customer satisfaction

Specifics:

Requests for change or event modifications are submitted by the Client Support Specialists using the desk.com online helpdesk incident management system. All level 2 requests are submitted to the L2 call queue where it is the responsibility of the Configuration and Application Support Analyst to manage resolve or escalate as appropriate. Managing expectations and timescales in line with SLA’s set out by the department are self-managed but ultimately reviewed by the UK Managing Director and Montreal.

Desired Skills & Experience

Job Requirements:

  • Very good understanding of SQL (Microsoft)
  • Basic understanding of Python a bonus
  • Experience within a Linux environment is required
  • Experience with XML and XSL a must have

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’ experience in supporting application software
  • Excellence in working closely in a team, and comfortable in a growing company

 

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