Client Support Specialist

Job Summary:CLIENT SUPPORT SPECIALISTDivision: Ticketmaster NA – Support & Operations (TicketWeb)Line Manager: VP, Support & OperationsContract Terms: Permanent, 40 hours per weekTHE TEAMThe TicketWeb Client Support team is made of up a small team of dedicated professionals who ensure clients have all the tools they need to be successful in planning amazing events! The TicketWeb team works with clients beginning to end, such as providing support with the initial event build process, all the way through the event date to ensure a seamless experience and show.THE JOBThe Client Support Specialist role will be the main point of contact for training clients on TicketWeb and TM1 platforms, while ensuring that all of client service needs are taken care of. This position is responsible for training and consulting clients on TicketWeb and TM1 platforms, while promoting TicketWeb’s services with the highest level of professionalism. In addition, this role is responsible for supporting client and fan inquiries, and TicketWeb purchases.As you can imagine, this position operates in a fast paced and dynamic environment, with each day representing a new challenge. If this sounds like the challenge for you – we would love to hear from you.WHAT YOU WILL BE DOINGTrain clients on TicketWeb’s self-service software to develop independent, full-user clientsWork closely with clients primarily via Zoom and over the phone, to build their own events, manage their own on/off sales, and pull their own reportsMaintain excellent relations between TicketWeb and its clients including telephone and e-mail support to resolve account and technical issuesConsult clients on ticketing & marketing best practices to improve their businessResponsible for accomplishing Operations departmental goals, including ongoing client training, increasing sales, and offering ideas to improve operational efficiencyResolve or escalate issues for TicketWeb managed websitesConduct exhaustive User Acceptance Testing for all new products, establishing if the product meets the target requirement, and adhering to release deadlinesProvide system demonstration to potential clients in partnership with Sales Team to recruit new salesAssist the finance and sales team pull reports, statistics, and client data when requiredServe as primary contact for customer service escalations on behalf of clientsOur job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional duties, responsibilities, projects, and team support as needed.WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)Minimum of 2 years of experience in a customer facing role; customer success, customer service, sales or similarMinimum of 1 year of account management experience such as managing partnerships across the country, with consideration for uniqueness of individual client needsStrong understanding of technology and how to efficiently use it to best help out clientsClear and concise verbal and written communication skills; including exceptional spelling and grammarProficient working knowledge of Microsoft Office suite products, along with social media tools such as Facebook, Twitter, etc.Understanding of the Ticketing or Live Event industry is a bonus!Ability to prioritize and strategize in a dynamic fast-paced environment, balancing client requests, technical hurdles, and daily management of competing priorities/deadlinesYOU (BEHAVIOURAL SKILLS)Communication – Outstanding oral and written communication skills, with a focus on client interactions and presentations/demonstrations.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.Results-Oriented – Energetic, highly motivated self-starter with a track record of meeting/exceeding goals through creativity and relationship building, with a knack for being resourceful.Organizational Skills – Manages competing priorities of several teams/departments/locations. Tasks and project management orientation (with the ability to hold others accountable).LIFE AT TICKETMASTERWe 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 teamIntegrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we representBelonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thriveEQUAL OPPORTUNITIESWe 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 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, 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 PRACTICESThe 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.