Client Support Specialist

Ticketmaster

19h•Remote

About The Position

This position delivers services to support the client’s day-to-day needs related to the use of ticketing systems and products. The Client Support Specialist (CSS) will be responsible for maintaining agreed upon service levels and will follow-up as needed with national teams to ensure timely problem resolution. Responsibilities also include training, sharing of best practices, and general operational support including installs and upgrades. The Field Operations team, which the CSS is a part of, builds and maintains relationships with various clients to understand their business practices, ensure their business objectives are met, and clients are able to utilize the various Ticketmaster products/platforms.

Requirements

H.S. diploma or equivalent
1+ years of experience with the Ticketmaster System and/or various ticketing system
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

Nice To Haves

BA/BS degree is preferred
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

Responsibilities

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
Maintain 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
Possess basic knowledge of event programming as it relates to sales channels and consumer experience
Possess knowledge of the Event Base product suite
Identify and assist in resolving event programming related errors
Communicate product updates, new features and functionality to client base for 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
Provide initial and ongoing training of new features and functionality
Perform database tasks as needed by client
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

Benefits

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)
Free concert tickets
Generous paid time off including paid holidays, sick time, and personal days
401(k) program with company match
Stock reimbursement program
New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
Career and skill development programs with School of Live
Tuition reimbursement
Student loan repayment
Volunteer time off
Crowdfunding match