Senior Client Support Specialist

Job Summary:

JOB DESCRIPTION – SENIOR CLIENT SUPPORT SPECIALIST

Location: Arizona, Texas, Florida, Georgia (Hybrid)

Division: Ticketmaster NA (Support & Ops)

Line Manager: Sr. Client Support Manager

Contract Terms: Permanent, Full-Time, 37.5 hours per week / Some nights and weekends and up to 10% local and domestic travel

THE TEAM

The client services team builds and maintains relationships with various clients to understand the essentials of their business practice; ensure their business objectives are met and clients can utilize the various Universe, TicketWeb & TM1 products and platforms. They are the voice of the client for the product team and help support the fan journey, queries and support on behalf of clients.

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 favorite 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 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.

Please note that this role requires occasional evenings and weekends, as well as up to 10% local and domestic travel.

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. 

Universe, TicketWeb & TM1 Support

• 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.

Product Support

• 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.

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

• Minimum of 4 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 Microsoft Word, PowerPoint, and Excel.
• Knowledge of Universe, TicketWeb and TM Host is a bonus!

YOU (BEHAVIOURAL SKILLS)

• 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.

BENEFITS & PERKS

Through our ‘Taking Care of Our Own’ program, we provide benefits across six key pillars:

• HEALTH: 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) 

• YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days

• WEALTH: 401(k) program with company match, stock reimbursement program

• FAMILY: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support

• CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment 

• OTHERS: Volunteer time off, crowdfunding match 

LIFE AT TICKETMASTER

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

Our mission at Ticketmaster is to connect people around the world to the live events they love. Ticketmaster is the world’s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries.

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 - Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.

Teamwork – While we celebrate individual achievements, we know have more success as 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 EMPLOYMENT OPPORTUNITY

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. 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.   

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.  

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES 

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

#LI-HYBRI

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.