Job Summary:

　　Location: London, Manchester, Stoke - Flexible within the UK

　　Division: Global Support & Operations

　　Line Manager: Senior Manager, Product Solutions

　　Contract Terms: Permanent, Full-Time

　　THE TEAM

　　The Implementation and Solutions team, which is part of the Global Support & Operations organization, is responsible for providing outstanding support for internal teams and the Ticketmaster client base. The team mission is “Support the Client, Support the Account Teams, Support the Fan” and strives to provide excellent support while realizing improvements in efficiency, ever-changing technology, support needs and professional growth for the staff.

　　THE JOB

　　The Product Solutions Specialist will provide expert support for clients and the Field Operations team while working through Salesforce in an SLA and metric-driven environment. This position should strive to maintain high client satisfaction scores while increasing efficiencies within the overall Global Support & Operations organization. Primary products to support include but are not limited to Sports XRI and tm1 Products.

　　WHAT YOU WILL BE DOING

　　Expert-level support focusing on external and internal escalated issues via Salesforce

　　Subject matter expert in one of more of our products

　　Participate in product meetings and work directly with developers on the most complex of issues helping find the root cause of an issue

　　Create and update Knowledge Articles as needed.

　　Take lead on special projects for a specific product(s) as needed

　　Have in-depth product knowledge used to advise internal teams on how to best use a product(s).

　　Have knowledge of how our other products work that Product Solutions supports, so that you can still support them, especially focusing on those that interact with your core product(s).

　　Log all work via Salesforce

　　Potential to work some weekends/holidays—a rotating basis.

　　The goal of resolving the highest percentage possible, thus reducing the time a product manager, QA or development spent doing support

　　Ensuring full and accurate details of all interactions are recorded into a call management system whilst responding to incidents and requests within agreed SLAs

　　Coordinate networking queries/configurations on behalf of the client with escalation options to expert teams

　　Updating website configuration and content

　　User account creation and maintenance

　　Any other duties and projects as required by Management

　　WHAT YOU NEED TO KNOW

　　Minimum of 2 years in software product support in a remote environment

　　Prior Ticketmaster or ticketing experience required

　　Advanced product knowledge and understanding of the developer’s language, such as SQL, HTML, XML or a programming language preferred

　　Excellent communication skills

　　Attention to detail and ability to analyse and solve problems

　　Proficient in Microsoft Office

　　Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload.

　　Attention to detail and ability to analyse and solve problems

　　Proficient on Microsoft Office

　　Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload.

　　Fluent in spoken and written English. Multi-lingual is preferred.

　　YOU (BEHAVIOURAL SKILLS)

　　Excellent leadership traits that promote a highly functioning team environment based on trust, respect and cross-organization collaboration

　　Strong aptitude to motivate, mentor, and lead company and client staff in a team driven environment

　　Excellent interpersonal and communication skills – ability to influence

　　Candidate must be detail oriented, organized, and able to work in an agile environment

　　LIFE AT TICKETMASTER

　　We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

　　Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

　　We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about 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.

　　Our work is guided by our values:

　　Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

　　Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

　　Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

　　Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

　　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.

　　#LI-Hybrid #TM #LI-CG1

　　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.