Client Support Specialist

This is a Full Time Job

DESCRIPTION:
Client Support Specialist

Division: Ticketmaster US
Line Manager: Area Manager
Terms: 40 hours per week including nights and weekends, with potential for up to 25% travel

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THE TEAM
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.

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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. 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.

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WHAT YOU WILL BE DOING

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

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
• Identifies and assist in resolving event programming related errors

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

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

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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