Client Support Specialist

Client Support Specialist

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.

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.

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 after-hours office support
• tm1, Host, Archtics & Access Control Support
• Working knowledge of tm1 product suite
• 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 :

Problem Resolution :

What You Need To Know (or Technical Skills / Competencies) :

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

Benefits & Perks :

Life At Ticketmaster :

We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company. Our mission at Ticketmaster is to connect people around the world to the live events they love. Ticketmaster is the world's largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries. We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you're passionate about 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.

Our work is guided by our values :

Reliability Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.

Teamwork While we celebrate individual achievements, we have more success as a team.

Integrity We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.

Belonging We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.