Client Support Specialist

Job Summary:

JOB DESCRIPTION – CLIENT SUPPORT SPECIALIST

Location: Edmonton, Alberta

Division: Ticketmaster Canada

Line Manager: Area Manager, Operations

Contract Terms: Regular/Permanant; 37.5 hours per week

THE TEAM

We’re fans who help fans everywhere access 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 you on our team. 

THE JOB

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. 

WHAT YOU WILL BE DOING

Customer Service 

• 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 

Ticketmaster ONE, Host System & Access Control Support 

• Keep up-to-date working knowledge of Ticketmaster ONE web portal 

• Remain current with new software/product releases for HOST, TM1 Entry, Archtics, Account Manager, and for all other technology products 

• Create/modify reports

• Assist with client onboarding and ongoing maintenance 

• Act as an expert in all facets of access control products 

• Basic Knowledge of Event Programming, as it relates to sales channels and consumer experience. 

• Identify and assist in resolving event related errors 

Product Support 

• Communicate TM product updates, new features and functionality to clients 

• Provide support and best practices to the client for all TM products 

• Assist with new manifest creation 

• 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 IT teams 

Our job descriptions evolve with our business need and priorities. In addition to the description above, your role may include additional projects and team support as needed. 

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Minimum of 2 years’ experience working in an office environment, preferably in customer/client support roles 

• 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

• Strong verbal and written communication skills 

• Proficiency in Word, PowerPoint, and Excel 

• A passion for live events and strong desire to assist our clients in creating the ultimate fan experience 

• Knowledge of TM1 Entry and Salesforce is a bonus! 

• Certain degree of creativity, latitude, and problem solving is required 

YOU (BEHAVIOURAL SKILLS)

• Business Acumen – You understand and can apply general business concepts, using external networks to understand market situations and industry. 

• Problem Solving and Innovation – Gathering appropriate perspective and insights and seeking win-win solutions by remaining open to alternative approaches and being proactive in generating new ideas. Ability to maintain a balanced perspective and see all sides of an issue and manage problems in a timely and effective manner. A free and independent thinker, open to new ideas and concepts. 

• Organizational Skills – Manages competing priorities of several teams/departments/locations. Tasks and project management orientation (with the ability to hold others accountable). 

• Winning Teamwork – Collaborating with others in a respectful manner and openly sharing information amongst the team to assist in achieving Ticketmaster goals and objectives. Taking the time to empathize and understand where others are coming from, along with showing recognition and appreciation for the contribution of others. 

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. 

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about 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.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

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.

Ticketmaster Canada will provide reasonable accommodations for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and need an accommodation due to a disability, please email [email protected]. Please note this inbox is limited to accommodation requests. Resumes submitted to this inbox will not be considered.