Ticketing System Specialist

How You’ll Contribute

Your Impact

Responsibilities Include:

System Support (40%):

• Maintain and update documentation for system configuration, business processes, system upgrades/customizations, and naming conventions

• Build and maintain coupon codes for internal stakeholders and marketing promotions

• Monitor and manage daily capacities for maximum revenue and visitor survey scores

• Support Ticketing System Administrator in large ticket builds and on-sales

• Coordinate with ticketing vendor on their deliverables and test new functionality in the staging environment

Front of House Support (25%)

• Serve as the level 1 escalation for front of house staff troubleshooting and support

• Escalate tickets to NGS Technology and vendors as needed and manage the ticket lifecycle through to QA and completion

• Provide visitor support in the Call Center and at the Welcome Desk as needed

Cross-Departmental Support (25%):

• Provide project management support with internal coordination efforts

• Manage all ticketing system intake forms, including new event builds, coupon codes, and other one-off ticketing configuration requests

Analytics & Reporting (10%): 

• Provide sales and operational reporting support

• Distribute one-off special request reports as needed

Educational Background
Bachelor’s degree in related field preferred

Minimum Years and Types of Experience
3 years of experience with at least one year of ticket sales system or CRM experience

Necessary Knowledge and Skills

• Experience using at least one ticket sales software

• Experience using multiple CRMs. Salesforce experience a plus

• Knowledge of Microsoft Office programs and Google Workspace

• Strong multi-tasking skills and attention to detail

• Ability to collaborate and communicate effectively across multiple divisions with varying technical understanding

• Ability to work in a fast paced, multi-phase project environment with shifting priorities

• Proactive, positive, customer service mindset

Supervision

None

Salary Information

The National Geographic Society offers a competitive and holistic total rewards package. Our compensation structure and transparent pay philosophy are based on industry-specific market data for similar-sized nonprofit organizations.

The salary range for this position accounts for a wide range of factors including but not limited to organizational need; specific skill sets; experience and training; certifications; and more. At the National Geographic Society, individuals are typically hired at or near the starting point of the salary range for their role, and compensation decisions are dependent on the facts and circumstances of each case.

In addition, the National Geographic Society offers a competitive and comprehensive benefits package that includes, but is not limited to, medical, dental, and vision insurance; engaging and comprehensive wellness program; 401(k) retirement savings plan with matching contributions after 6 months of employment; flexible paid time off benefits with up to 22 days of paid annual leave per calendar year (15 days for new hires in their first year, prorated based on the number of pay periods remaining in the year) and 10 days of sick leave; 12 paid holidays and a paid winter break between December 25 and 31 (May not apply to all roles that are required to work during high volume seasons or essential workers. Please check with the hiring manager for confirmation.); paid parental leave, adoption and surrogacy expense reimbursement, fertility benefits; learning and development opportunities; Lifestyle Spending Account; pet adoption assistance and insurance; pre-tax transportation benefits with a generous employer subsidy; employer-paid life insurance and disability benefit; and a variety of National Geographic discounts and perks.

Job Designation

Candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship.

We encourage you to apply even if your experience is not a 100% match with the position. We are looking for someone with relevant skills and experience, not a checklist that exactly matches the job description. We want to help you grow and in return, you help us grow into a stronger, more inclusive organization.