Job Summary:
JOB DESCRIPTION - Client Support Specialist
Location: Miami | Tampa | New Orleans | Orlando | Birmingham
Division: Ticketmaster US
Line Manager: Andrew Tuke
Contract Terms: 40 hours per week
THE TEAM
The Field Operations team builds and maintains relationships with various clients to understand the essentials of their business practice, ensure their business objectives are met and clients are able to utilize the various Ticketmaster products/platforms.
THE JOB
This position delivers services to support the client's day-to-day needs related to the use of ticketing systems and products. The CSS will be responsible for maintaining agreed upon service levels. They will follow-up as needed with national teams to ensure we are providing timely problem resolution. Responsibilities will also include training, sharing of best practices, and general operational support including installs and upgrades.
WHAT YOU WILL BE DOING
CLIENT SERVICE
Develop and maintain excellent client relationships
Meet and exceed client service level agreements
Advise and assist with reporting
Coordinate upgrades and hardware replacements at client sites
Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions
Maintain customer contacts to enable accurate tracking and reporting
Provide high level marketing support on Ticketmaster no-cost solutions
Provide onsite event support and afterhours office support
Ticketmaster ONE, Host System & Access Control Support
Working knowledge of Ticketmaster ONE web portal
Remain current with new software/product releases for Host, TM1 Entry, Archtics/Account Manager and all technology products
Create/modify reports, including Autypes, Repgens, Mopreps, and other advanced reporting
Support season ticketing, access control support customization (rules, exceptions, etc.)
Assist with client onboarding and ongoing maintenance
Act as the expert in all facets of access control products
Basic knowledge of event programming as it relates to sales channels and consumer experience
Knowledge of the Event Base product suite
Identifies and assist in resolving event programming related errors
Product Support
Communicate product updates, new features and functionality to client base; TM products such as Archtics, HOST, TM.com, Scaling, Analytics, TM1 Maps, Pricemaster, TM1 Events and TM1 Engagement
Provide support and best practices to the client for all TM products including archiving data, loading events, setting rules, adding hardware, and communication to other TM servers
Assist with new manifest creation
Establish any special client MOP types
Install Archtics on workstations and ticket printers
Initial and ongoing training of new features and functionality
Perform database tasks as needed by client
Problem Resolution
Use troubleshooting techniques and tools to identify the root cause of issues
Research client/customer complaints about service levels
Work with National/Central support groups to expedite problem resolution
Troubleshooting software and hardware issues - Archtics/Host/AM/TM1 Entry/Inventory Control/Pricemaster
Provide coordination of a networking issues between client and TM IT
Balance Audits/Settlement issues
Resolve issues with Customer Service for events with problems and/or special circumstances
Restart database server, credit card server, and DIGIT server
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)
H.S. diploma or equivalent. BA/BS degree is preferred
1+ years of experience with the Ticketmaster System and/or various ticketing system
Overall awareness of the entertainment and sports business is important
Box Office experience is a plus
Knowledge of how TM departments impact on one another, and on outside clients is a plus
Knowledge of Presence, AccessManager, REPGEN, and the Event Base product suite is preferred
Archtics experience is preferred
Strong Microsoft Word, Powerpoint and Excel skills
Service oriented, with strong organizational and communication skills.
Able to successfully handle multiple priorities
Certain degree of creativity, latitude, and problem solving is required
Being fully vaccinated against COVID-19 and/or providing proof of a negative COVID test at least every 48 hours will be required for this position to work in an office or venue.
YOU (BEHAVIOURAL SKILLS/COMPETENCIES)
Rock Solid Reliability - I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right
Solution Driven - I creatively find solutions to problems clients are experiencing by collaborating with management and interdepartmentally with experts that can find alternative and effective solutions to any limitations.
Winning Teamwork - I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of others
Act with Integrity - I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely
EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
CULTURE
We're fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We're not just selling tickets (though we do that better than anyone else), we're enriching lives one amazing experience at a time. And we think that's pretty amazing. If you're passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
We have a 'Fan First' mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion... delivering world class experiences - Fan First.
