Senior Client Support Specialist

This is a Full Time Job

SENIOR CLIENT SUPPORT SPECIALIST

Location: Arizona, Texas, Florida, Georgia (Hybrid)

Division: Ticketmaster NA (Support & Ops)

Line Manager: Sr. Client Support Manager

Contract Terms: Permanent, Full-Time, 37.5 hours per week / Some nights and weekends and up to 10% local and domestic travel

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 can utilize the various Universe, TicketWeb & TM1 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 Client Support Specialist role will be delivering services to support the client's day-to-day needs related to the use of ticketing systems and products. This role will be responsible for maintaining agreed upon service levels and are required to follow-up as needed with national teams to ensure we're providing timely problem resolution to our wide range of clients. Further responsibilities include training, sharing of best practices, and general operational support including installs and upgrades.

Please note that this role requires occasional evenings and weekends, as well as up to 10% local and domestic travel.

WHAT YOU WILL BE DOING

Customer Service
• Develop and maintain excellent client relationships, while meeting and exceeding client service level agreements.
• Coordinating upgrades and hardware replacements on/off site.
• Advise and educate clients within procedural guidelines to ensure a solution is provided for any technical or service questions/concerns.
• Maintain customer contacts to enable accurate tracking and reporting.
• Provide onsite event support and afterhours office support, as necessary.

Universe, TicketWeb & TM1 Support
• Keep up-to-date working knowledge of Universe, TicketWeb & TM1.
• Remain current with new software/product releases for Universe, TicketWeb, TM1 and for all other technology products.
• Create/modify reports, including Universe, TicketWeb, DOMO and other advanced reporting, as needed.
• Assist with client onboarding and ongoing maintenance.
• Act as an expert in all facets of our ticketing products.
• Basic Knowledge of Event Programming, as it relates to sales channels and consumer experience.
• Identify and assist in resolving event related errors.

Product Support
• Communicate Universe, Ticketweb and TM1 product updates, new features and functionality to clients.
• Provide support and best practices to the client for all Universe and Clubs products.
• Assist with new event builds, as needed.
• Initial and ongoing training of new features and functionality.
• Use troubleshooting techniques and tools to identify the root cause of issues.
• Providing coordination services of a networking issues between client and in-house teams.

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

WHAT YOU NEED TO KNOW
• Minimum of 4 years' experience working in an office environment, preferably in customer/client support roles.
• Experience with the Ticketmaster system and/or various ticketing systems is a bonus!
• Box Office experience is considered an asset.
• Must be detail-oriented with the ability to multi-task and juggle competing priorities.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Word, PowerPoint, and Excel.
• Knowledge of Universe, TicketWeb and TM Host is a bonus!

YOU (BEHAVIOURAL SKILLS)
• Certain degree of creativity, latitude, and problem solving is required.
• A passion for live events and strong desire to assist our clients in creating the ultimate fan experience.

• 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

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 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 .