Senior Client Support Specialist
About The Position
This Client Support Specialist role will be delivering services to support the client’s day-to-day needs related to the use of ticketing systems and products. This role will be responsible for maintaining agreed upon service levels and are required to follow-up as needed with national teams to ensure we’re providing timely problem resolution to our wide range of clients. Further responsibilities include training, sharing of best practices, and general operational support including installs and upgrades. Please note that this role requires occasional evenings and weekends, as well as up to 10% local and domestic travel.
Requirements
- Minimum of 4 years’ experience working in an office environment, preferably in customer/client support roles.
- Strong verbal and written communication skills.
- Proficiency in Microsoft Word, PowerPoint, and Excel.
- Certain degree of creativity, latitude, and problem solving is required.
- A passion for live events and strong desire to assist our clients in creating the ultimate fan experience.
Nice To Haves
- Experience with the Ticketmaster system and/or various ticketing systems is a bonus!
- Box Office experience is considered an asset.
- Must be detail-oriented with the ability to multi-task and juggle competing priorities.
- Knowledge of Universe, TicketWeb and TM Host is a bonus!
Responsibilities
- Develop and maintain excellent client relationships, while meeting and exceeding client service level agreements.
- Coordinating upgrades and hardware replacements on/off site.
- Advise and educate clients within procedural guidelines to ensure a solution is provided for any technical or service questions/concerns.
- Maintain customer contacts to enable accurate tracking and reporting.
- Provide onsite event support and afterhours office support, as necessary.
- Keep up-to-date working knowledge of Universe, TicketWeb & TM1.
- Remain current with new software/product releases for Universe, TicketWeb, TM1 and for all other technology products.
- Create/modify reports, including Universe, TicketWeb, DOMO and other advanced reporting, as needed.
- Assist with client onboarding and ongoing maintenance.
- Act as an expert in all facets of our ticketing products.
- Basic Knowledge of Event Programming, as it relates to sales channels and consumer experience.
- Identify and assist in resolving event related errors.
- Communicate Universe, Ticketweb and TM1 product updates, new features and functionality to clients.
- Provide support and best practices to the client for all Universe and Clubs products.
- Assist with new event builds, as needed.
- Initial and ongoing training of new features and functionality.
- Use troubleshooting techniques and tools to identify the root cause of issues.
- Providing coordination services of a networking issues between client and in-house teams.
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, and student loan repayment
- Volunteer time off, crowdfunding match
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
