Client Support Specialist, Field Operation

Ticketmaster; United States; Remote; USD 50,000 - 63,000; Full time

Job summary

Join a forward-thinking company as a Client Support Specialist, where you'll be at the forefront of enhancing the live event experience for fans. In this dynamic role, you will deliver exceptional client service, provide technical support for ticketing systems, and ensure seamless operations for events. Your expertise will help clients navigate their ticketing needs, from training to problem resolution, all while working in a collaborative environment that values creativity and teamwork. If you're passionate about live entertainment and eager to contribute to a culture that prioritizes fan experiences, this opportunity is perfect for you.

Qualifications

• 1+ years of experience with Ticketmaster or similar ticketing systems.
• Strong communication and organizational skills are essential.

Responsibilities

• Develop and maintain excellent client relationships and service levels.
• Provide product support and assist with troubleshooting and problem resolution.

Skills

Client Relationship Management

Problem Solving

Communication Skills

Organizational Skills

Creativity

Education

High School Diploma

Bachelor's Degree

Tools

Ticketmaster ONE

Archtics

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

Job Summary:

CLIENT SUPPORT SPECIALIST

Location: Work from home, Ohio, Kentucky, Illinois, Michigan, Tennessee

Division: Ticketmaster US

Line Manager: Area Manager

Contract Terms: Full Time

THE TEAM
We’re fans who help fans everywhere access the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite 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. 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 you on our team.

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 and will follow-up as needed with national teams to ensure 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

1. 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
2. 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
   • Identify and assist in resolving event programming related errors
3. 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
4. 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
   • Troubleshoot software and hardware issues – Archtics/Host/AM/TM1 Entry/Inventory Control/Pricemaster
   • Provide coordination of 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 systems
• Overall awareness of the entertainment and sports business is important
• Box Office experience is a plus
• Knowledge of how TM departments impact 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

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 empathize 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 home life. 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 favorite 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. 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.

The expected compensation for this position is: $50,000.00 USD - $63,000.00 USD

** Pay is based on a number of factors including market location, qualifications, skills, and experience.