Job Description – Customer Support Specialist

Brief Overview

The Customer Support Specialist is the front line of the TWST Events customer experience and the first point of contact for every service request through our external support channels. This entry level role will own the intake, triage, classification, and routing of all inbound tickets; as well as the direct resolution of the day-to-day questions that make up the majority of support volume: how the software works, how to use it to solve a problem, and where to find the right help resources.

Success in this role is measured in responsiveness, accuracy, judgment, and the quality of every client interaction. This is an early-career entry point into the company with two defined advancement tracks via Technical Support or Event Services. You don't need technical skills to succeed here — you need technical aptitude: a genuine curiosity about how software works and comfort learning new systems, which we'll teach you.

Duties and Responsibilities

• Complete a structured, paid on-the-job training program covering our products, tools, and support processes — no prior experience with our software is expected.
• Serve as the first point of contact for customer inquiries received via email, phone, and chat; delivering timely, accurate, and professional responses.
• Manage a queue of support tickets, prioritizing by urgency and business impact while meeting or exceeding established service-level agreements; accurately categorizing, documenting, and tracking all customer interactions.
• Resolve questions regarding product features, functionality, account configuration, and general usage; guiding customers to self-service resources where appropriate.
• Troubleshoot reported issues, gather relevant details, and reproduce problems where possible to support efficient resolution or escalation; escalating complex technical issues to the appropriate team with clear supporting documentation.
• Contribute to shared team goals for response time, resolution rate, backlog, and customer satisfaction.
• Perform other duties as assigned to meet departmental goals and objectives.

Education and Experience

What you'll need:

• 1–3 years of experience in a customer-facing support or service role (SaaS support, help desk, events, retail, or hospitality backgrounds are all relevant).
• Exceptional customer service and communication skills, both written and verbal.
• Ability to learn software quickly; curiosity about how systems work — no coding or prior software support experience required.
• Excellent time management and the ability to work both independently and as part of a closely coordinated team.

Nice to have (not required):

• Working familiarity with common business tools (ticketing systems, web conferencing, browsers and basic web troubleshooting).
• Relevant college degree or an equivalent combination of education, training, and experience.

Key Skills and Competencies

• Empathetic, clear, and professional communication; composure under pressure.
• Attention to detail and accuracy.
• Organization, prioritization, and queue management.
• Confidentiality and sound judgment.
• Adaptability and continuous learning.

Event Services (ES) Career Pathway

The Event Services pathway begins with the Customer Support Specialist role, building foundational MeetMax knowledge, client service skills, ticket handling, and basic troubleshooting. High performers advance to Event Services Coordinator 1, gaining hands-on experience in pre-event planning (1x1 scheduling, reports, setup, training), live production support (onsite/virtual troubleshooting, attendance tracking, client/host liaison), AV logistics, and new client onboarding. At the Coordinator 2 level, they deepen specialization in one or more areas (onboarding, event management, virtual services, onsite support), develop advanced problem-solving, process optimization, mentorship of juniors, escalation handling, and high-end client relationship skills. This progression prepares individuals for senior production or managerial roles with expertise in full event lifecycle delivery, cross-team coordination, and operational excellence.

Technical Support Career Pathway

The Technical Support pathway starts with the Customer Support Specialist, establishing core product fluency, issue resolution, and client communication. Advancers move to Implementat