Ticketing Resolution Assistant, Match Day Only

About the role

The position is designated as match day–only and includes participation in a select number of required training sessions scheduled ahead of the tournament. Reporting organizationally to the Stadium Ticketing Manager, Ticketing Resolution Assistants will be a key member of the FIFA26 Ticketing team, and work in close collaboration with the Ticketing team and wider venue team to deliver world class customer service to spectators and ensure successful delivery of Ticketing operations at an assigned FIFA World Cup 26™ stadium.

Responsibilities

• Deliver World Class customer service to spectators
• Operate in line with FWC26 policies and processes
• Absorb and resolve issues related to tickets by accessing the ticketing system, mobile ticket back office, and access control systems
• Provide assistance to mobile ticket holders with issues or general advice related to the mobile ticket application and/or paper tickets
• Complete all required ticketing reporting and maintain accurate records
• Escalate appropriate issues or trends to Ticketing Stadium Manager and/or Ticketing HQ

Qualifications

• Demonstrate commitment to responsibilities and objectively analyze one’s behavior, while assuming consequences of one’s own actions and/or decisions and learning from one’s mistakes.
• Ability to identify and swiftly make decisions in critical situations, take initiative and calculated risks, explore alternative solutions, and respond promptly to unforeseen circumstances.
• Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.
• Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.
• Ability to lead one’s contacts/colleagues/partners, encourage teamwork, and delegate authority / decision-making power, as needed, to produce the expected results and make efficient use of the team’s skills and talents.
• Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.

Benefits

• Competitive benefits package including medical, dental, vision, disability insurance, life insurance, and a 401k retirement plan.