SummaryWe’re looking for an experienced, enthusiastic, and customer-oriented person to join our support team as a Customer Support Specialist. We’re a highly collaborative team that works together to solve the changing and complex needs of our customers. Our team is highly oriented toward executing and strategic thinking. From creating new events and helping event creators get the most out of features and functionality, to helping think through on-site logistics and event planningour team fills in the gaps to help make events happen.Our support team works with our customers via email, phone, and in-person interactions. Our primary mode of support is through our online help desk. This position would require the ideal candidate to be actively involved with supporting the day-to-day use of our products while proactively building relationships to further our customers' success.This is a full-time work-from-home position. However, occasional travel is required.  ResponsibilitiesProviding email, phone, video meeting, and chat-based support for our clientsCreate, edit, and manage events according to client requests and established best practicesTroubleshoot and diagnose technical issues related to event setup, payment processing, seating configurations, and integrations with third-party tools (CRMs, email platforms, streaming services, etc.)Interpret and communicate basic reporting data and analytics to help clients optimize event performanceReview and QA event builds for technical accuracy before go-live, including seating maps, ticketing rules, discount codes, and capacity logicDocument bugs, unexpected platform behaviors, and feature requests with sufficient technical detail to hand off to the engineering or product teamSupport clients in embedding Brushfire widgets and checkout flows into their own websitesParticipate in internal testing of new features before release and provide structured feedback from a customer perspectiveParticipation in weekend support on-call rotationFacilitate online trainingPromote platform features and functionality that are underutilized or present the opportunity for additional revenueBasic graphic design skills for image resizing, editing, etc., in Adobe Photoshop or a similar programProvide on-site support and training for event check-inSupport customer use and implementation of Brushfire mobile appsAssist in training new support team members  
