Client Support Specialist

This is a Part Time Job

Client Support Representative-PT

Client Support Specialist (Part-Time)

Division: TicketWeb

Line Manager: Client Support Manager

Contract Terms: Part-time, 20-25 hours per week (including weekends and evenings)

Work Schedule:
Monday and Tuesday: 8pm-12Midnight EST
Friday: 9pm-12Midnight EST
Sat/Sun: 4:30pm-Midnight EST

THE TEAM

The client services 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 Universe and TicketWeb products and platforms. They are the voice of the client for the product team and help support the fan journey, queries and support on behalf of clients.

THE JOB

This position will support the Universe and TicketWeb divisions within Ticketmaster. You will deliver 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 product and engineering 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. This role will be responsible for handling inbound emails from clients and ticket buyers (fans), be the first line of defense to troubleshoot issues, provide solutions and propose and implement process improvements with the broader team.

WHAT YOU WILL BE DOING

CLIENT SERVICE
• Work closely with clients via Zoom, email and over the phone, to build their own events, manage their own on/off sales, and pull their own reports
• Engage with event hosts and ticket buyers (fans) to resolve issues and requests with strong empathy
• Meet and exceed client service level agreements
• Identify process optimization and improvements to customer success flows to improve the support experience
• Advise and assist with reporting
• Monitor client chargeback activity and flag fraudulent trends, and alert respective teams
• Coordinate upgrades and hardware replacements at client sites
• Work closely with the Sales and Product teams to ensure client needs are met and clearly communicate roadblocks to the team
• Provide after hours office support

UNIVERSE AND TICKETWEB PLATFORM SUPPORT
• Working knowledge of Universe and TicketWeb web portals
• Remain current with new software/product releases
• Assist with client onboarding and ongoing maintenance

PROBLEM RESOLUTION
• Use troubleshooting techniques and tools to identify the root cause of issues
• Research client/customer complaints about service levels
• Serve as primary contact for customer service escalations on behalf of clients
• Log issues and user feedback, and work closely with developers to reproduce issues, problem-solve, and verify fixes on Universe and TicketWeb managed websites

Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional duties, responsibilities, projects, and team support as needed.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)
• Minimum of 2 years of experience in a customer facing role; customer success, customer service, sales or similar
• Minimum of 1 year of account management experience such as managing partnerships across the country, with consideration for uniqueness of individual client needs
• Strong understanding of technology and how to efficiently use it to best help out clients
• Proficient working knowledge of Microsoft Office suite products
• Understanding of the Ticketing or Live Event industry is a bonus, as is experience working in a Box Office

YOU (BEHAVIOURAL SKILLS/COMPETENCIES)
• Clear and concise verbal and written communication skills; including exceptional spelling and grammar
• Excellent social and interpersonal skills; you're friendly and outgoing, and enjoying connecting with new people
• Ability to prioritize and strategize in a dynamic fast-paced environment, balancing client requests, technical hurdles, and daily management of competing priorities/deadlines

BENEFITS & PERKS

Through our 'Taking Care of Our Own' program, we provide benefits across six key pillars:
• HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
• YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
• WEALTH: 401(k) program with company match, stock reimbursement program
• FAMILY: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
• CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
• OTHERS: Volunteer time off, crowdfunding match

LIFE AT TICKETMASTER

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 know 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.