Job Summary:
JOB DESCRIPTION – CLIENT SUPPORT SPECIALIST
Location: Remote in United States
Division: Universe
Line Manager: Client Support Manager
Contract Terms: Part-time, working hours in Pacific Time Zone (Monday to Friday, 8am to 2pm PST)
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 Universe products and platform. They are the voice of the client for the product team and help support the fan journey, queries, and support on behalf of clients.
THE JOB
This position will support the Universe division within Ticketmaster. You will deliver services to support the client’s day-to-day needs related to the use of ticketing systems and products. The CSS will be responsible for maintaining agreed upon service levels. They will follow up as needed with product and engineering teams to ensure we are providing timely problem resolution.
Responsibilities will also include training, sharing of best practices, and general operational support including installs and upgrades. This role will be responsible for handling inbound emails from clients and ticket buyers (fans), be the first line of defense to troubleshoot issues, provide solutions and propose and implement process improvements with the broader team. In addition, the role will require coordination and execution of after-hour support projects.
WHAT YOU WILL BE DOING
CLIENT SERVICE
- Work closely with clients via Zoom, email and over the phone, to build their own events, manage their own on/off sales, and pull their own reports.
- Oversee a team of after-hour client support specialists and bridge operations for respective product, fan support and client support teams.
- Engage with event hosts and ticket buyers (fans) to resolve issues and requests with strong empathy.
- Meet and exceed client service level agreements.
- Identify process optimization and improvements to customer success flows to improve the support experience.
- Advise and assist with reporting.
- Monitor client chargeback activity and flag fraudulent trends, and alert respective teams.
- Coordinate upgrades and hardware replacements at client sites
- Work closely with the Sales and Product teams to ensure client needs are met and clearly communicate roadblocks to the team.
- Provide after-hours office support for urgent matters.
UNIVERSE PLATFORM SUPPORT
- Working knowledge of Universe web portal
- Remain current with new software/product releases.
- Assist with client training/education and ongoing maintenance.
PROBLEM RESOLUTION
- Use troubleshooting techniques and tools to identify the root cause of issues.
- Research client/customer complaints about service levels
- Serve as primary contact for customer service escalations on behalf of clients.
- Log issues and user feedback, and work closely with developers to reproduce issues, problem-solve, and verify fixes on Universe managed website.
Our 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/COMPETENCIES)
- Minimum of 2 years of experience in a customer facing role; customer success, customer service, sales or similar. Ticketing experience is a huge plus!
- Minimum of 1 year of account management experience such as managing partnerships across the country, with consideration for uniqueness of individual client needs
- Strong understanding of technology and how to efficiently use it to best help clients.
- Clear and concise verbal and written communication skills; including exceptional spelling and grammar.
- Excellent social and interpersonal skills; you’re friendly and outgoing, and enjoying connecting with new people.
- Proficient working knowledge of Microsoft Office suite products
- Understanding of the Ticketing or Live Event industry is a bonus, as is experience working in a Box Office
- Ability to prioritize and strategize in a dynamic fast-paced environment, balancing client requests, technical hurdles, and daily management of competing priorities/deadlines/projects.
YOU (BEHAVIORAL SKILLS/COMPETENCIES)
Rock 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 right.
Solution Driven – I creatively find solutions to problems clients are experiencing by collaborating with management and interdepartmentally with experts that can find alternative and effective solutions to any limitations.
Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathize and understand where others are coming from; I show recognition and appreciation for the contributions of others.
Act 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 completely.
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 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.
CULTURE
We are 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 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 with 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’s experience. Your work, our passion… delivering world class experiences – Fan First.
#UniverseCareers
