Client Support Specialist - German Speaking

Job Summary:jOB DESCRIPTION – CLIENT SUPPORT SPECIALIST Location: BerlinDivision: Ticketmaster InternationalLine Manager: Client Support ManagerContract Terms: PermanentTHE TEAMGlobal 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.International Client Support & Operations team, a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.), in markets that operate on the Microflex platform.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 German 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. The Client Support Specialist 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. In doing so, you will lead and coordinate consultancy efforts with other functional experts within Ticketmaster (Product Operations, Event Support, Client Development, Customer Support, Finance, etc.).WHAT YOU WILL BE DOING CLIENT SERVICEProvide 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 maintenanceProvide 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 eventsDevelop a continuous improvement culture with the client to enable operational improvementsWork closely with Client Development to align the commercial and service agreementCoordinate hardware upgrades with clients and TM Field Operations.Update event support client needs and particularities to Event Support teamMaintain and update accurately and promptly client support information in SalesforceProvide onsite event support and after-hours office support as neededTICKETMASTER SYSTEMS SUPPORTProvide support and best practices to the client for all TM productsCommunicate product updates, new features, and functionalityInitial and ongoing training of new features and functionalityWorking knowledge and support of tm/1 portal and related tools, including creating/modifying reports (tm/1 Reports), supporting box offices operations (selling, balancing, night of show resolution), and advising on the product’s best practices and use.Working knowledge and support of the ticketing platform that will serve the client’s operations (Microflex, Universe, Sport XR, other).Act as the expert in all facets of Access Control products and operationsBasic knowledge of event programming process and procedures as it relates to sales channels, consumer experience, and quality of event submissions through our various Event Management modes (Full-Service, Assisted Service or Self-Service).Identify and assist in resolving event programming related errors.PROBLEM RESOLUTIONLog and report on all support cases handled and/or escalated (Salesforce)Troubleshoot software and hardware issues by using troubleshooting techniques and tools to identify the root cause of issuesWork with Regional and International Client Support, Event Support and Product Operations groups to expedite problem resolutionCoordinate networking issues between client and Field OperationsBalance Audits/Settlement and reporting issuesResolve issues with Customer Support for events with problems and/or special circumstancesWHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)Service oriented, with strong organizational and communication skillsOverall awareness of the entertainment and sports businessDirect experience with TM systems and products is preferred (Microflex, Universe, Sport XR, other)Previous Event Support and Box Office experience is a plusStrong Microsoft Word, PowerPoint and Excel skillsCertain degree of creativity, latitude, and problem solving is requiredH.S. diploma or equivalent. BA/BS degree is preferredYOU (BEHAVIOURAL REQUIREMENTS) The following attributes determine how the role will be carried out and are required to be a success:Ability to build professional bonds with clientsProactive approach to anticipate client needs and potential issuesExcellent communication skills and ability to lead client meetings that could involve other specialistsAbility to identify new operations client opportunities to enhance the commercial agreement (commercials owned by Client Development)Highly curious in learning how TM Operations Products workTeam 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.TICKETMASTER VALUESRock 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 rightWinning 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 completelyEQUAL 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 home life.  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.CULTUREWe’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 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.#TMjobs #Hybrid #LI-AH1