Client Support Specialist
Live Nation Entertainment
full-time
Posted on:
Location: Alabama, Florida, Louisiana • 🇺🇸 United States
Visit company websiteJob 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