Customer Support Specialist (Remote)

Orlando, Florida /
Client Operations – Client Success /
/ Remote
Position Overview:
We are currently seeking an experienced Customer Support Specialist who will work as part of a team to support the daily needs for Passport's clients and their guests. As part of our accesso® Ticketing Group, you’ll contribute to helping our clients sell more tickets, streamline operations, drive revenue and improve the guest experience. Our ticketing solutions allow our clients to sell general admissions, reserved seats, time/date specific tickets, season passes, memberships and so much more.
The Customer Support Specialist should be a passionate customer service professional with strong verbal and written communication skills. The ideal candidate will thrive in a collaborative, team environment and have outstanding general computer skills including Microsoft Word, Excel and Outlook. Being detail-oriented and organized, with the ability to prioritize tasks will be vital in this role. US work eligibility is required.
Location: United States; then, you choose what works for you! This role can be performed 100% remotely anywhere in the US, at one of our office locations in the US, or a hybrid version of in-office and remote. 
Reports to: Customer Support Manager
Travel Requirement: None

Responsibilities Include:

    • Providing "white-glove" tier-2, end-user support through various phone systems with guest, client, and vendor interaction.
    • Responding promptly to customer/client inquiries by researching and evaluating all relevant information.
    • Assisting with troubleshooting and diagnosing complex technical and customer/client service challenges.
    • Escalating challenges as needed to the appropriate team.
    • Processing and verifying reports while analyzing results with high attention to detail.
    • Listening, accurately summarizing, and logging recorded calls as needed for analysis.
    • Supporting and maintaining training and process documentation.
    • Effectively communicating and coordinating daily duties with Support team.
    • Coordinating customer/client needs on a daily basis with call center partners.
    • Assisting with on-going customer/client training.
    • Maintaining outstanding lines of communication with the Client Service team.
    • Printing, processing and shipping customer ticket orders for fulfillment. Logging as necessary for tracking purposes.
    • Maintain an accurate inventory of all ticket media and required stock.


    • Have an AS or AA degree in Business, Technology or related field preferred but not required.
    • Exceptional organizational skills and the ability to prioritize tasks
    • Ability to thrive in a highly collaborative and team-oriented environment
    • Being passionate about your work… because we are about our product
    • Customer service and/or call center experience
    • You must have the flexibility to work extended hours and resolve client needs after hours, weekends, and holidays as needed.
    • BONUS: A strong knowledge with web-based technology
    • BONUS: Previous eCommerce and/or ticketing industry experience

Perks & Benefits:

    • Competitive compensation package including discretionary annual bonus opportunity. 
    • 4-weeks of Paid Time Off for employees up to 3-years of tenure (higher accrual thereafter); 
    • 8-hours of paid Volunteer Time Off to give back to organizations and groups you feel most passionately about; 
    • 2-weeks of paid Parental Leave so you can bond with your child(ren) following a birth, adoption, or foster care placement;   
    • Inclusive Family Benefits - access to end-to-end support for maternity, surrogacy, adoption, and fertility, with a $5,000 benefit toward surrogacy, adoption, and fertility;
    • Three different medical insurance plans to choose from, including an employer-contributed HSA; 
    • Employer-paid short & long-term disability and life insurance; 
    • Matching 401K; 
    • Unlimited access to Udemy for Business for continued learning and career development; 
    • A flexible work schedule around our core business hours. 
$17 - $21.50 an hour
WORKING AT accesso 
accesso is taking precautions to protect the health and wellness of our employees around the world during the current pandemic, including but not limited to the temporary suspension of business travel and the implementation of remote work.
Albert Einstein said, “In the midst of difficulty lies opportunity.” At accesso, this time of uncertainty has created opportunities for us to strengthen our partnerships as we continue innovating on future technology needs in a post-COVID world; to grow as a company as we identify areas for improvement in business processes and practices; and to focus on our wellbeing as we learn to navigate a new circumstance while staying meaningfully connected with our individual selves, families and teams.
When we are in the office, we have FUN! From our bright, open spaces, foosball and ping-pong tables, caffeine and snack-filled cafes, we’ve created office environments all over the world that nurture our team members’ creativity and foster our company’s core values: Passion, Teamwork, Commitment, Integrity, and Innovation. These values are celebrated globally, by region, and by team through a multitude of recognition programs such as iValue and Rockstar Awards. We are empowered to do our jobs and then are recognized and rewarded for doing them well. 
Our teams work really hard, encourage and motivate one another, and love to celebrate personal and professional accomplishments as a family. This creates an atmosphere where people are eager to solve problems together and want to continuously do better for not only themselves, but for their teams and peers. 
We believe in the power of inclusivity and are an Equal Opportunity Employer. We are committed to creating a diverse environment for our employees to celebrate one another’s unique qualities. Any hiring decision made is assessed on the basis of qualifications, merit, and business need.  
ABOUT accesso:    
At accesso, we understand that technology is a critical component to our client’s success and the happiness of their guests. No business should have to settle for technology that creates more issues than it solves! Technology should be the solution, not the problem.  
Our clients need powerful technology solutions to grow their businesses and create connected guest experiences – and accesso delivers! That’s why over 1,000 venues in 30 countries have chosen to partner with us.​  
The status quo is not an option. If you’re not moving forward, you’re falling behind. With our accesso solutions, venues can empower their staff with the control, data and confidence to make informed decisions that will drive revenue, create operational efficiencies and improve guest experiences. 

Life at accesso:
At accesso, we believe that fun is a fundamental part of the workday! From our tech to our passion for attractions, we infuse fun into everything we do, and our culture is no different. We’ve created a virtual environment with no shortage of connection – so share memes and high fives 🙌 with teammates, or break up your day with virtual escape quests, “Online Office Olympics” and more! Work-life balance is important here too, so you’ll have flexibility in choosing the work setting and hours that fit your life best (so long as your work permits).
We believe that diversity is vital to innovation and that when we celebrate what makes each of us unique, we create a more inclusive environment where you can truly thrive🌱. Our people are our most treasured asset, and we are proud to have such talented, passionate and tech-savvy professionals on our team💚. We are dedicated to providing equal opportunities for all, and any hiring decisions will be assessed on qualifications, merit and business need. Learn more about Diversity & Inclusion at accesso

ABOUT accesso

Our team is on a mission to improve the guest experience with technology. We support some of the world's top attractions and leisure & entertainment venues 🏟🎡🎢🚢🎻 by creating innovative technology solutions that enhance the guest journey from start to finish. Currently, accesso® employs over 500 team members around the globe 🌎, many of whom come from the industries we serve. From ticketing and eCommerce to virtual queuing and more, we understand firsthand what makes our clients and their guests smile, and we’re constantly developing new solutions to enhance the guest experience while helping our clients streamline operations and drive revenue.