Client Support Specialist

This is a Full Time Job

Client Support Specialist

Location: Florida, Alabama, Texas

Division: Ticketmaster

Line Manager: Area Manager, Field Operation

Contract Terms: Full Time

Who we are.
We're fans who help fans everywhere get in to 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. 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.

Why you should work with us.
Our biggest investment is in our people. We offer comprehensive health benefits and 401k matching, student loan assistance, plus career-boosting opportunities like tuition reimbursement and targeted development sessions to help all eligible employees thrive. At Ticketmaster, expect the fast-paced excitement of a startup with the rock-solid support from an industry leader – with plenty of ticket perks on the side.

See what it's like working at Ticketmaster.

The role:

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 the job is:

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 (nights, weekend and potential for travel up to 10%)

Ticketmaster ONE, Host System & Access Control Support
• Working knowledge of Ticketmaster ONE web portal
• Remain current with new software/product releases for Host, Presence, AccessManager
• Create/modify reports, including Autypes, Repgens, Mopreps, and other advanced reporting
• Support season ticketing, Presence/AccessManager/eEntry 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
• Provide support and best practices to the client for all TM products
• 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 DB backups

Problem Resolution
• Use troubleshooting techniques and tools to identify the root cause of issues
• Research client/customer complaints about service levels
• Work with National support groups to expedite problem resolution
• Troubleshoot software and hardware issues – Archtics/Host/Presence/AM
• Coordinate networking issues between client IT and TM Field Technology
• Balance Audits/Settlement issues
• Resolve issues with Customer Service for events with problems and/or special circumstances
• Communicate across departments for resolution on Archtics server issues

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 a qualified candidate should possess:
• H.S. diploma or equivalent. BA/BS degree is preferred
• 1+ years 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

If this sounds like your dream job, jump on it! Apply now at http://jobs.ticketmaster.com/.

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

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 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 .

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.

EQUAL EMPLOYMENT OPPORTUNITY

We aspire to build t

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