Client Support Specialist

Job Summary:

Location: Brussels, Belgium

Division: Ticketmaster International

Line Manager: Client Support Manager

Contract Terms: Permanent, Full Time 38 hours per week

THE TEAM

Global Client Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction.

Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs.

We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients’ and local Markets’ needs and challenges day-to-day.

THE JOB

In this role as a Client Support Specialist part of the Client Support Team in the local Market, you will be responsible for delivering services to support clients’ day-to-day operational needs related to the use of ticketing systems and products in facilitating ticketing operations through the life cycle of the clients’ event portfolio.

You will become the clients’ primary support contact at Ticketmaster, and you will work closely with clients to continuously improve service levels and increase client satisfaction. You will be responsible for maintaining agreed upon service levels. Responsibilities will also include training, sharing of best practices, and general operational support including installs and upgrades.

You will leverage ticketing products and process knowledge and provide consultancy services to help define solutions that fulfil clients’ operational needs.

WHAT YOU WILL BE DOING

• Provide front line support to an assigned client list of moderate to high impact clients.

• Own the operations services for the full life cycle of their events.

• Develop and maintain excellent client relationships, by providing a personalized support.

• Meet and exceed client service level agreements.

• Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions.

• Promote, manage, and facilitate product & feature adoption.

• Assist with new client onboarding and ongoing maintenance

• Provide consultancy services with clients to understand their business initiatives, to define technical/service solutions. Coordinate with other TM experts when needed.

• Build a wide knowledge of the operations products and services that support the full life cycle of events

• Develop a continuous improvement culture with the client to enable operational improvements

• Work closely with Client Development to align the commercial and service agreement

• Coordinate hardware upgrades with clients and TM Field Operations.

• Update event support client needs and particularities to Event Support team

• Maintain and update accurately and promptly client support information in Salesforce

• Provide onsite event support and after-hours office support as needed

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

• Communicate product updates, new features, and functionality

• Initial and ongoing training of new features and functionality

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Service oriented, with strong organizational and communication skills

• Minimum 3 years of significant experience.

• Overall awareness of the entertainment and sports business

• Direct experience with TM systems and products is preferred (Microflex, Universe, Sport XR, other)

• Previous Event Support and Box Office experience is a plus

• Strong Microsoft Word, PowerPoint and Excel skills

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

• Fluent in Dutch, French and English (written and spoken).

YOU (BEHAVIOURAL REQUIREMENTS)

• Ability to build professional bonds with clients

• Proactive approach to anticipate client needs and potential issues

• Excellent communication skills and ability to lead client meetings that could involve other specialists

• Ability to identify new operations client opportunities to enhance the commercial agreement (commercials owned by Client Development)

• Highly curious in learning how TM Operations Products work

• Team player offering proactive support to Client & Event Support colleagues.

• Eye to identify areas of improvement to thrive for service excellence.

• Carefully weighs the impact of a broad range of related issues or factors.

• Asks appropriate questions to ensure understanding.

• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.

• Able to successfully handle multiple priorities and organise time effectively.

• Demonstrates ethical behaviours.

• Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organisation. A skilful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic.

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.

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.