Celebrating 10 years of Ticketer!

Customer Support Agent

Job title: Customer Support Agent

Reports to: Head of Customer and Technical Support

Location: Hungerford, Berkshire

Ticketer is looking to change the way people travel. We are now the UK’s largest ETM supplier, after less than 10 years of trading, and with ticketing machines on buses across the UK, from Cornwall to the Shetland Islands. And it’s not just buses. In fact, there are Ticketer software and devices on every form of public transport, including trams, trains, aircraft and horse trams(!). Whatever the size of fleet, whatever the form of public transport, we’re by the side of operators, keeping their businesses moving forward through our innovative public transportation technology.

Ticketer systems provide a wealth of useful information to our operators and we think it’s time that this was shared with the passengers, directly from the source, to change the way people travel. The first product within the passenger portfolio will be a mobile app which will promote multi-modal public transport to regular users and help attract even the most loyal car and private hire / taxi users.

With that in mind, and our ambitious growth plans both locally and internationally, we are looking to looking to strengthen our already renowned customer support team with a new role in supporting our passenger product portfolio. This is going to be a key component of Ticketer’s ongoing success and continued growth.

 

The Role:

A significant factor in Ticketer’s success is our dedication to our customers and passion for the industry, providing the best solutions to enable increased patronage on public transport, and the best customer support in the industry. This is achieved through a very particular style and care for all our customers through our customer support teams.

You will be first and foremost passionate about customer service, appreciating what makes a good and bad experience when dealing with customer support in any walk of life. You will be passionate about ensuring the customer has the best experience possible, whilst ensuring timely and effective resolutions.

You will be communicating and working closely with all levels of the Ticketer business, particularly with the Head of Passenger Solutions and other members of the mobile application project team including analysts, QA, developers and other support teams. Being able to get effective results on behalf of the customer, whilst working effectively with the internal teams will be a fundamental aspect of the role.

As a new product, you will be involved in the solution from the outset, expected to assist with testing the solution and any updates, as well as being able to bring new ideas to the solution to ensure it continually improves to the benefit of the customer and ultimately the business.

The ideal candidate will be able to have a reasonable understanding of technology, ideally in mobile applications, and be able to effectively communicate ideas and any problems to the project team, and potentially the developers.

This role requires the candidate to own the customer service side of the passenger solution, delivering for the customer. They will own any issues and follow them through to their appropriate conclusion. They will be able to manage their own workload, ensuring timely resolutions to all contacts, without compromising the quality and the ethos of the Ticketer support. The role will allow for the identification and trial of new processes to ensure the delivery of an efficient and scalable service.

You will be able to manage your own case load, and spot patterns or trends based on customer feedback, and effectively communicate with management on any concerns in a timely manner.

As a relatively new product, you will be keen to understand any problems we have not encountered before, and work through them to allow the technical teams to identify the cause or provide useful feedback to the user to further investigate or resolve the problem. This does need a reasonably analytical and technical mindset.

You will be comfortable providing customer support across a variety of channels including desktop service management software, social media and mobile app stores. With the support of the mobile app project team and other support teams, you will be expected to deal with all types of customer contact including generic feedback, technical support queries, data issues and ticket retail related queries and issues.

The role will require a candidate to be adaptable and able to work with a support infrastructure which is continually evolving.

In addition to managing the support of app users, you may be requested to support the Head of Passenger Solutions with the reactive and pro-active onboarding and management of operators in relation to Passenger services.

 

We are looking for someone with/who:

  • Extensive experience of using mobile applications, ideally in transit
  • Prior experience in supporting mobile applications would be highly desirable
  • Is quick to learn, positive, adaptable, innovative, and energetic
  • Thrives on delivering outstanding customer service, with good business and commercial understanding
  • Has excellent communication and prioritization skills
  • Is an accomplished user of the Microsoft Office suite
  • Familiar with, and able to absorb, new technologies and systems
  • Has a reasonable degree of competence in technology
  • Experience in understanding a technical problem and describing it in cohesive manner (e.g. a test engineer)
  • Is a self-starter and problem solver
  • Is motivated, and comfortable working under their own initiative
  • Has a full current driving license and use of a car (mileage allowance will be provided)

 

In addition to a fulfilling career with us, Ticketer will offer you:

A flexible working environment, competitive salary, annual bonus, pension scheme, private health insurance, Summer Fridays, birthdays off, 23 days holiday per year, and other great benefits.

Please email your CV and cover letter to jobs@ticketer.co.uk.

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Some of the things we have won

We have ranked in Sunday Times Hiscox Tech Track 100 as one of Britain’s fastest growing companies

Named as one of the London Stock Exchange Group’s “1000 Companies to Inspire Britain 2019”

Named as “One to Watch” in European Business Awards

Ranked as 3rd in the Megabuyte Emerging Stars Awards which recognise the top 25 best-performing scale-up Companies

Thames Valley Chamber of Commerce Business of the Year & High Growth Business of the Year

Winner of the Innovation Award in the West Berkshire Best in Business Awards

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