Online Support Team (Chat & Email CS)

• Cater to those customers who are reaching out via email or chat.
• Provide assistance mainly to our existing customers. Queries such as delivery method, delivery timeline, refund process, proper troubleshooting to access tickets, updating personal information in the order such as email address, and shipping address and pick up name for the tickets.
• Invite customers to call in if they need to speak to a certain department
• Coordinates with Mapping team to confirm event changes such as schedule, performer, or venue.
• Coordinates with Verification team to get an approval for changes that customer wants to apply on their order if it falls under 24/24/1k rule (order was placed within 24 hours, event will take place in the next 24 hours or if the order total is over $1000)
• Coordinates with QCI for existing investigation of denial of access, legal threats, chargeback results and/or alerts for their department
• Coordinates with Chargeback channel for status/updates of disputes that customer raised through their bank

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