Client Support Representative-PT

About the role

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.

Responsibilities

• Support the Universe and TicketWeb divisions within Ticketmaster; deliver services to support the client’s day-to-day needs related to the use of ticketing systems and products.
• Maintain agreed upon service levels and follow‑up with product and engineering teams to ensure timely problem resolution.
• Provide training, share best practices, and give general operational support including installs and upgrades.
• Handle inbound emails from clients and ticket buyers (fans); act as the first line of defense to troubleshoot issues, provide solutions, and propose and implement process improvements with the broader team.
• 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.
• Maintain working knowledge of Universe and TicketWeb web portals and remain current with new software/product releases.
• Assist with client onboarding and ongoing maintenance.
• 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.

Requirements

• 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.

Skills

• 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

• HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flex