Client Support Specialist

Job Summary

Responsibilities

Requirements

Qualifications

Skills

Benefits

Pay

Schedule

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.

Responsibilities

• Develop and maintain excellent client relationships
• Meet and exceed client service level agreements
• Advises and assists 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.)
• Aid 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
• Identify 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
• Aid with new manifest creation
• 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
• Assist with new manifest creation
• Install Archtics on workstations and ticket printers
• Initial and ongoing training of new features and functionality
• Perform database tasks as needed by client
• 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

Qualifications

• H.S. diploma or equivalent
• B.A./B.S. degree is preferred
• 1+ years of 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 the 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

Skills

• Rock Solid Reliability
• Solution Driven
• Winning Teamwork
• Act with Integrity

Benefits

• 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
• LIFE AT TICKETMASTER: Volunteer time off, crowdfunding match

Pay

Commensurate with experience

Schedule

Full Time