End
to End
to End
If a customer is escalated and requesting a supervisor, explain the steps to take.
Use the escalation guide in Support. Be sure to tag TierTwoSupport in Slack.
Escalate in Zendesk via internal note.
A seller listed Section 100, Row 10. They delivered Section 101, Row 7. Please explain the outcome of this ticket transfer.
The buyer would have received incorrect tickets. Even though the Row is an upgrade, the change in section invalidates the upgrade.
Where did TickPick Jamaica team members go on their first trip?
Bahia Principe Hotel
When busting a Mercury Order, what steps do we take?
1. Withhold 100% of the seller payout.
2. Update subject line to include Mercury Order ID.
3. CC Mercury and send an email requesting 200% for the order. Explain why and be sure to add all evidence and order details.
4. Take the API/ticket and set it in pending. Await update.
5. Once approved, credit the buyer accordingly.
A seller cannot fulfill an order. What is TickPick’s PRIMARY obligation under the BuyerTrust Guarantee?
Attempt to provide comparable or better replacement tickets first
MUST BE FOLLOWED UP ON.
Finish the Sentence:
Sellers should not broadcast seat numbers for a listing if they __________________.
will not be fulfilled with the exact row and seat number advertised. Sellers are permitted to mask their row. In this case, seat numbers should not be disclosed.
How many newbies did we get in 2025?
15
Which behavior BEST demonstrates strong ownership?
Investigating thoroughly, documenting steps, and resolving before closing a correspondence.
What should we do first when handling situations and require assistance?
Utilize self-sufficient resources (Slack, Lessonly, Handbook, Zendesk)
What is NOT permitted when working in the General Support Ticketing Queue?
Cherrypicking and Bulk Pulling.
Sellers can provide upgrades. What are the permitted upgrades without buyer / TickPick approval?
1. Theater Performance: May not relocate within 7 rows of the stage that is 8 or higher or 7 or lower.
2. Football/Soccer: The seller may not relocate within 10 rows for 11 rows or higher or 10 rows or lower.
3. Hockey: may not relocate closer to the rink, listing within a lower level impacted by sight lines.
4. Any other event impacted by sight lines, may not relocate any closer without prior approval.
When is our team outing this year?
JULY 2026
How do you search for a KLARNA order in Zendesk?
Collect the necessary info (event name, date, time, buyer section, row and seat numbers, date and time of the payment, first and last name of the buyer, and email address).
Search for the event on TickPick, copy the event ID, and search in Zendesk using quotations "Event ID," "KLARNA," and "Section" if needed.
List the most common customers that we interact with daily.
Analytical
Amiable
Expressive
Twana is working a case via email. The customer calls in and speaks with Chisomo, who received new information about the case from the seller. What is the next step?
1. Notating the API and email ticket with the new info.
2. DM the handling agent about the case.
3. If the agent is not at work, take over the case and respond to the relevant parties.
4. If the agent comes back, it can be decided to keep or return the case to the original agent (if event not yet passed and/or issue not yet resolved).
If a seller lists the exact section, row, and seats without offering an upgraded row, what must the seller do?
The seller, listing and declaring section, row, and seats must be delivered as listed.
Zachory's favorite Jamaican dish?
Jerk Chicken
Before escalating Hyperwallet issues, what guide must be used to troubleshoot?
Hyperwallet Guide found in Lessonly and Customer Support Handbook
What are the THREE C's of effective rapport building?
Confidence
Control
Clarity
When a customer calls in, and the call ends before it begins, shortly after you've answered, or before a professional closing, what is the standard operating procedure?
1. Go to Dialpad and Change Status to "urgent customer situation."
2. Call back the customer. If the callback is unsuccessful, look for older calls and see if there is an email attached/in the notes.
3. Send an email follow-up to the customer.
4. ENSURE TO UPDATE THE PROFILE IF EMAIL IS FOUND.
TRUE OR FALSE
Sellers can provide buyers with permitted upgrades without buyer approval if there is no specific seat provided on the listing before purchase.
TRUE
What is the birth month, day and year of TickPick in Jamaica?
August 8, 2022
When an order is confirmed, and the customer has called in querying delivery, what MUST WE NOT INFORM THE CUSTOMER OF?
The 8 pm deadline set internally for sellers. We must use the broad term, "end of day".
Define and List Three Examples of the Following:
- Soft Skills and Performance Skills
Soft skills are broad, trait-based abilities tied to personality, mindset, or general interpersonal awareness.
Soft skill examples:
Empathy, friendliness, communication style, Patience, Emotional awareness
Performance skills are observable, repeatable behaviors that directly influence outcomes and metrics.
1. Acknowledge emotion in the first 15 seconds
2. Summarize the issue before investigating
3. Set expectations before silence or a hold
4. Reduce resistance and prevent escalation