Live Nation Entertainment

Client Support Specialist

Live Nation Entertainment

full-time

Posted on:

Location Type: Remote

Location: Alabama • Arizona • United States

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Job Level

Junior

About the role

  • 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
  • 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
  • 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

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, 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Ticketmaster SystemArchticsAccessManagerREPGENevent programmingreport creationtroubleshootingdatabase managementhardware installationclient onboarding
Soft Skills
client relationship managementorganizational skillscommunication skillsproblem solvingcreativityservice orientationability to handle multiple prioritiestrainingsupportadvising
Certifications
H.S. diplomaBA/BS degree