Develop and maintain excellent client relationships, while meeting and exceeding client service level agreements.
Coordinating upgrades and hardware replacements on/off site.
Advise and educate clients within procedural guidelines to ensure a solution is provided for any technical or service questions/concerns.
Maintain customer contacts to enable accurate tracking and reporting.
Provide onsite event support and afterhours office support, as necessary.
Keep up-to-date working knowledge of Universe, TicketWeb & TM1.
Remain current with new software/product releases for Universe, TicketWeb, TM1 and for all other technology products.
Create/modify reports, including Universe, TicketWeb, DOMO and other advanced reporting, as needed.
Assist with client onboarding and ongoing maintenance.
Act as an expert in all facets of our ticketing products.
Identify and assist in resolving event related errors.
Communicate Universe, Ticketweb and TM1 product updates, new features and functionality to clients.

Minimum of 4 years’ experience working in an office environment, preferably in customer/client support roles.
Experience with the Ticketmaster system and/or various ticketing systems is a bonus!
Box Office experience is considered an asset.
Must be detail-oriented with the ability to multi-task and juggle competing priorities.
Strong verbal and written communication skills.
Proficiency in Microsoft Word, PowerPoint, and Excel.
Knowledge of Universe, TicketWeb and TM Host is a bonus!

Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
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, and student loan repayment
Volunteer time off, crowdfunding match

Senior Client Support Specialist

Key skills