Client Support Specialist

Role Overview

• 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
• 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
• Support on Ticketmaster ONE, Host System & Access Control
• Remain current with new software/product releases
• Create/modify reports
• Support season ticketing, access control support customization
• Assist with client onboarding and ongoing maintenance
• Act as the expert in all facets of access control products
• Identify and assist in resolving event programming related errors
• Communicate product updates, new features and functionality to client base
• Provide support and best practices for all TM products
• 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 issues
• Research client/customer complaints about service levels
• Work with National/Central support groups to expedite problem resolution
• Troubleshoot software and hardware issues
• Provide coordination of networking issues
• Resolve issues with Customer Service for events with problems or special circumstances

Requirements

• 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

Benefits

• Medical, vision, dental and mental health benefits for you and your family
• Free concert tickets
• Generous paid time off including paid holidays, sick time, and personal days
• 401(k) program with company match
• Stock reimbursement program
• New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
• Career and skill development programs with School of Live
• Tuition reimbursement
• Student loan repayment
• Volunteer time off
• Crowdfunding match