Client Support Specialist

About The Role

As a member of our Support Team, you'll be responsible for ensuring that our clients receive exceptional service across all points of their experience with DigiTickets. You'll be a natural 'people-person' capable of quickly and naturally forging relationships, with excellent organisation and communication skills.

We're a very busy company, so you won't be bored or experience the mundane here. You'll be expected to be highly organised, managing multiple priorities and client expectations - with a smile on your face and a spring in your step!

Our willingness to go the extra mile is a key factor in what has driven our growth over the past decade. We don't just answer the phone or emails in a machine-like manner - we work hard to build relationships and to exceed expectations, rather than simply meeting them.

About DigiTickets

DigiTickets provides award-winning software solutions to the Tourism, Leisure and Events Industries. Trusted by over 600 venues globally we process over 1 million ticket sales per month, and approximately £300,000,000 in revenues annually. We work tirelessly to ensure we understand the needs and aspirations of our clients, combining the right strategy with the right tech to achieve the best results.

We're an ambitious, forward-thinking team offering a relaxed and friendly working atmosphere where every opinion is taken into consideration and discussed. You will have the opportunity to work closely with many well-known clients, such as The National Trust, IWM, and Dublin Zoo.

We are a market leader in the UK, and we are growing through recommendations alone; we're looking for talented and enthusiastic people to join our team and help take our SaaS solutions to the next level.

Find out more about us at www.DigiTickets.co.uk

Why Join Us?

We’re not a global corporation - here, you’ll never be just a number. From day one, your contributions will be visible, valued, and impactful. You’ll be part of a friendly, high-performing team that works collaboratively to make a real difference.

Our HQ is based in beautiful Exeter in Devon, just minutes from award-winning beaches and the stunning Dartmoor National Park. We work with clients across the globe, all while enjoying an enviable work-life balance in one of the UK’s most scenic locations.

What We Offer

• Salary £25k - £27k depending on experience

• 25 days holiday pro rata, plus Bank Holidays, with time in lieu for any Bank Holidays worked (Bank holidays are worked on a rotational basis)

• Nest Pension scheme

• Discretionary company bonus

• Company events throughout the year

• Annual training budget, to support your personal development

The role will principally incorporate the following tasks, full training will be provided.

• Deal with inbound phone calls, support tickets and online chats swiftly and professionally

• Take ownership of support cases by seeing them through to conclusion

• Manage and prioritise multiple tasks effectively

• Keep clients fully informed of progress at all stages

• Meet agreed SLAs and response targets

Diagnosing and resolving platform, POS and ticketing issues in a timely and methodical manner.

• Investigate software, configuration and integration issues

• Troubleshoot business process problems, reporting queries and system errors

• Provide clear, step-by-step guidance to clients

• Escalate confirmed or suspected bugs to the Engineering team

• Supply detailed reproduction steps and impact summaries

Supporting new and existing clients to maximise their use of the Software platforms.

• Assist onboarding by guiding clients through site configuration and go-live

• Act as the primary point of accountability for assigned cases

• Advocate internally for clients where escalation is required

• Ensure customers feel supported and confident in their platform usage

Working collaboratively across teams to deliver an excellent end-to-end customer experience.

• Confident communication with other internal teams including Business Development, Project Management and Client Relationship Managers

• Contribute to shared team knowledge and documentation

• Help to maintain and improve our internal knowledge base

• Share recurring trends and insights with leadership

Skills and Experience

Essential

• Experience using Jira or a similar ticketing/case management system

• Confident troubleshooting and analytical problem-solving skills

• Proven experience in a support desk or technical support environment

• Excellent written and verbal communication skills

Desirable

• Strong understanding of POS and/or ticketing platforms

• Basic SQL /database and reporting knowledge

• Familiarity with payment systems and transaction flows

• Understanding of Google Analytics/CMS and basic website structure/design

• Ability to read and interpret AWS logs and system data to diagnose issues

About You

• You will be a key member of the Client Support Team, helping us maintain our exceptional client retention levels.

• You have experience working in a B2B environment where delivering exceptional service is essential

• You are comfortable managing multiple priorities in a fast-paced environment

• You take ownership, remain calm under pressure, and maintain a customer-first mindset

Working hours are between 08:00 and 20:00, 5 days per week, with a combination of weekday and weekend shifts on a rotational basis. This will be a hybrid of office and remote working.