Live Nation Entertainment

Client Support Specialist

Live Nation Entertainment

full-time

Posted on:

Origin:  • 🇺🇸 United States • Alabama, Florida, Louisiana

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Job Level

Junior

About the role

  • 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
  • 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 after hours office support (nights, weekend and potential for travel up to 10%)
  • Ticketmaster ONE, Host System & Access Control Support
  • Working knowledge of Ticketmaster ONE web portal
  • Remain current with new software/product releases for Host, Presence, AccessManager
  • Create/modify reports, including Autypes, Repgens, Mopreps, and other advanced reporting
  • Support season ticketing, Presence/AccessManager/eEntry 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
  • Product Support
  • Communicate product updates, new features, and functionality to client base
  • Provide support and best practices to the client 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 DB backups
  • Problem Resolution
  • Use troubleshooting techniques and tools to identify the root cause of issues
  • Research client/customer complaints about service levels
  • Work with National support groups to expedite problem resolution
  • Troubleshoot software and hardware issues – Archtics/Host/Presence/AM
  • Coordinate networking issues between client IT and TM Field Technology
  • Balance Audits/Settlement issues
  • Resolve issues with Customer Service for events with problems and/or special circumstances
  • Communicate across departments for resolution on Archtics server issues
  • Our job descriptions evolve with our business need and priorities.

Requirements

  • H.S. diploma or equivalent. BA/BS degree is preferred
  • 1+ years 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