Gramercy Tech is an experiential event technology company built for the moments that cannot fail. Since 2003, we have partnered with leading brands, agencies, and event producers to deliver seamless live, virtual, and hybrid event experiences powered by innovative technology and operational excellence.

Our proprietary technology supports the full event lifecycle—from registration and attendee management to interactive activations, AI-powered experiences, onsite engagement tools, and event execution. We combine enterprise-grade infrastructure with creative experiential technology designed to perform in high-pressure environments.

At Gramercy Tech, we value collaboration, accountability, adaptability, and innovation. We show up, solve problems, and work together to create impactful experiences for our clients and their audiences.

About the Role:

The Freelance Event Customer Support Specialist provides professional, responsive, and helpful support during live events. This role works closely with support agents, project teams, and production staff to resolve questions, manage ticket volume, and ensure a positive end-user experience. Successful Event Customer Support Specialists are dependable, collaborative, and able to communicate with patience and professionalism in fast-paced environments.

Responsibilities:

• Monitor ticket volume, event chats, and support channels during live events, providing direct support and coordinating escalations as needed.
• Respond to end users promptly, professionally, kindly, and helpfully, including during high-volume or time-sensitive situations. Read your response before sending to ensure tone is appropriate and you have answered the question correctly.
• Use approved response samples, templates, scripts, macros, FAQs, and other support materials when provided to ensure accurate and consistent responses.
• Collaborate with support agents and team members to confirm information, troubleshoot issues, and review work when needed; seek assistance rather than provide unverified information.
• Participate in required event briefings, meetings, training sessions, and check-ins, and be punctual and prepared for assigned shifts and event coverage periods.
• Create and maintain support platform documentation, support resources, presentation materials, and tools for tracking unresolved tickets.

Qualifications:

• Experience administering or supporting modern customer service platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, Hubspot or similar ticketing and support systems.
• Experience in registration, housing, or travel customer support for events
• Understanding of Gramercy Tech products and common event-related technical issues and resolutions.
• Basic proficiency with Google Sheets, Google Calendar, or similar tools.
• Strong written communication and customer service skills.
• Strong attention to detail, sound judgment, and the ability to work effectively in a fast-paced live event environment.
• Must have a personal laptop and reliable high-speed internet connection capable of supporting live event support.

This freelance role will be on a per project basis.

Pay: $20.00 - $25.00 per hour

Application Question(s):

• Are you okay working all shifts?
• Please confirm that you are okay with this being a project-based assignment.
• How many years of experience with Zendesk do you have?

Work Location: Remote