Job Summary:

　　JOB DESCRIPTION – Client support Specialist

　　Location: Los Angeles, CA | San Diego, CA | Las Vegas NV | Phoenix, AZ | Seattle WA | Portland OR | Salt Lake City UT | San Francisco CA

　　Division: Ticketmaster US

　　Line Manager: Brad Sherman

　　Contract Terms: 40 hours per week

　　THE TEAM

　　The Field Operations team builds and maintains relationships with various clients to understand the essentials of their business practice, ensure their business objectives are met and clients are able to utilize the various Ticketmaster products/platforms.

　　THE JOB

　　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.

　　WHAT YOU WILL BE DOING

　　CLIENT SERVICE

　　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

　　Ticketmaster ONE, Host System & Access Control 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

　　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; 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

　　Perform database tasks as needed by client

　　Problem Resolution

　　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

　　WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)

　　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

　　YOU (BEHAVIOURAL SKILLS/COMPETENCIES)

　　Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right

　　Solution Driven – I creatively find solutions to problems clients are experiencing by collaborating with management and interdepartmentally with experts that can find alternative and effective solutions to any limitations.

　　Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of others

　　Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely

　　EQUAL OPPORTUNITIES

　　We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

　　CULTURE

　　We’re fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

　　We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.

　　About Us

　　Recognized three years in a row by Great Place to Work® and named one of People Magazine’s top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.

　　We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones’ music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.

　　There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.