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Jobs or company...

[100% Remote] Client Support Specialist ($62,000 - $78,000)

Salary undisclosed

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This position is with Ticketmaster, part of Live Nation Entertainment, that connects people to live events.

Joinrs AI's summary of the opportunity: Live Nation Entertainment seeks a full-time and full-remote Client Support Specialist with a Bachelor's degree (Bachelor of Arts / Bachelor of Science) and 1+ years of ticketing system experience. You will support clients' ticketing needs and maintain service levels. We offer a diverse culture and equal employment opportunities, with compensation between $62,000 and $78,000.

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THE JOB

This position delivers 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 national 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.

WHAT YOU WILL BE DOING:

  • Develop and maintain excellent client relationships
  • Meet and exceed client service level agreements
  • Advise and assist with reporting
  • Coordinate upgrades and hardware replacements at client sites
  • Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions
  • Maintain customer contacts to enable accurate tracking and reporting
  • Provide high level marketing support on Ticketmaster no-cost solutions
  • Provide onsite event support and afterhours office support
  • Working knowledge of Ticketmaster ONE web portal
  • Remain current with new software/product releases for Host, TM1 Entry, Archtics/Account Manager and all technology products
  • Create/modify reports, including Autypes, Repgens, Mopreps, and other advanced reporting
  • Support season ticketing, access control support customization (rules, exceptions, etc.)
  • Assist with client onboarding and ongoing maintenance
  • Act as the expert in all facets of access control products
  • Basic knowledge of event programming as it relates to sales channels and consumer experience
  • Knowledge of the Event Base product suite
  • Identifies and assist in resolving event programming related errors
  • Communicate product updates, new features and functionality to client base; TM products such as Archtics, HOST, TM.com, Scaling, Analytics, TM1 Maps, Pricemaster, TM1 Events and TM1 Engagement
  • Provide support and best practices to the client for all TM products including archiving data, loading events, setting rules, adding hardware, and communication to other TM servers
  • Assist with new manifest creation
  • Establish any special client MOP types
  • Install Archtics on workstations and ticket printers
  • Initial and ongoing training of new features and functionality
  • Perform database tasks as needed by client
  • Use troubleshooting techniques and tools to identify the root cause of issues
  • Research client/customer complaints about service levels
  • Work with National/Central support groups to expedite problem resolution
  • Troubleshooting software and hardware issues – Archtics/Host/AM/TM1 Entry/Inventory Control/Pricemaster
  • Provide coordination of a networking issues between client and TM IT
  • Balance Audits/Settlement issues
  • Resolve issues with Customer Service for events with problems and/or special circumstances
  • Restart database server, credit card server, and DIGIT server

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES):

  • H.S. diploma or equivalent. BA/BS degree is preferred
  • 1+ years of experience with the Ticketmaster System and/or various ticketing system
  • Overall awareness of the entertainment and sports business is important
  • Box Office experience is a plus
  • Knowledge of how TM departments impact on one another, and on outside clients is a plus
  • Knowledge of Presence, AccessManager, REPGEN, and the Event Base product suite is preferred
  • Archtics experience is preferred
  • Strong Microsoft Word, Powerpoint and Excel skills
  • Service oriented, with strong organizational and communication skills.
  • Able to successfully handle multiple priorities
  • Certain degree of creativity, latitude, and problem solving is required
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