Job Summary:

JOB DESCRIPTION – Client Support Specialist

Location: New York City, NY | Buffalo, NY | Boston, MA | Philadelphia, PA

Division: Ticketmaster US - Field Operations Team

Contract Terms: 40 hours per week, nights and weekend for event coverage and potential for up to 10% local/domestic travel.

THE TEAM

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.

THE JOB

This position delivers services to support the client’s day-to-day needs related to the use of ticketing systems and products. The CSS will be responsible for maintaining agreed upon service levels. They will follow-up as needed with national teams to ensure we are providing timely problem resolution.  Responsibilities will also include training, sharing of best practices, and general operational support including installs, upgrades, and event support.

WHAT YOU WILL BE DOING

CLIENT SERVICE

Develop and maintain excellent client relationshipsMeet and exceed client service level agreementsAdvise and assist with reportingCoordinate upgrades and hardware replacements at client sitesAdvise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questionsMaintain customer contacts to enable accurate tracking and reportingProvide high level marketing support on Ticketmaster no-cost solutionsProvide onsite event support and afterhours office support
 

Ticketmaster ONE, Host System & Access Control Support

Working knowledge of Ticketmaster ONE web portalRemain current with new software/product releases for Host, TM1 Entry, Archtics/Account Manager and all technology productsCreate/modify reports, including Autypes, Repgens, Mopreps, and other advanced reportingSupport season ticketing, access control support customization (rules, exceptions, etc.)Assist with client onboarding and ongoing maintenanceAct as the expert in all facets of access control productsBasic knowledge of event programming as it relates to sales channels and consumer experienceKnowledge of the Event Base product suiteIdentify and assist in resolving event programming related errors
 

Product Support

Communicate product updates, new features, and functionality to client base for Ticketmaster products such as Archtics, HOST, TM.com, Scaling, Analytics, TM1 Maps, Pricemaster, TM1 Events and TM1 EngagementProvide 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 serversAssist with new manifest creationEstablish any special client MOP typesInstall Archtics on workstations and ticket printersInitial and ongoing training of new features and functionalityPerform database tasks as needed by client
 

Problem Resolution

Use troubleshooting techniques and tools to identify the root cause of issuesResearch client/customer complaints about service levelsWork with National/Central support groups to expedite problem resolutionTroubleshooting software and hardware issues – Archtics/Host/Account Manager/TM1 Entry/TM1 Events/PricemasterProvide coordination of a networking issues between client and TM ITBalance Audits/Settlement issuesResolve issues with Customer Service for events with problems and/or special circumstancesRestart database server, credit card server, and DIGIT server
 

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)

H.S. diploma or equivalent. BA/BS degree is preferred1+ years of experience with the Ticketmaster System and/or various ticketing systemOverall awareness of the entertainment and sports business is importantBox Office experience is a plusKnowledge of how TM departments impact on one another, and on outside clients is a plusKnowledge of Presence, AccessManager,  REPGEN, and the Event Base product suite is preferred Archtics experience is preferredStrong Microsoft Word, Powerpoint and Excel skillsService oriented, with strong organizational and communication skills.Able to successfully handle multiple prioritiesCertain degree of creativity, latitude, and problem solving is required
 

YOU (BEHAVIOURAL SKILLS/COMPETENCIES)  

Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things rightSolution Driven – I creatively find solutions to problems clients are experiencing by collaborating with management and interdepartmentally with experts that can find alternative and effective solutions to any limitations.Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of othersAct with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely
 

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion.  You will be working in an inclusive environment and be encouraged to bring your whole self to work.  We will do all that we can to help you successfully balance your work and homelife.  As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.  It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
 

CULTURE

We’re fans who help fans everywhere get into the live events they love.  A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.

Holiday Closure Notice

Ticketmaster will be closed for a couple of weeks during the holiday break, with operations resuming on 6th January 2025. While we may not respond during this time, we will review your application and be in touch as soon as we return. Thank you for your understanding, and we wish you a wonderful holiday season!

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The expected compensation for this position is:

$64,000.00 USD - $81,000.00 USD

** Pay is based on a number of factors including market location, qualifications, skills, and experience.