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Client Support Specialist

Posted Date:2/5/2018 8:28:52 PM
Job Type: Full Time
Req #: JR-10807
Location: Chicago, IL
Job Category:Operations

Job Summary:

Awesome Job: Client Support Specialist

Location: Chicago, IL or Milwaukee, WI or Indianapolis, IN

Who we are.
We’re fans who help fans everywhere get in to the live events they love.  A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite 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.

Why you should work with us.
Our biggest investment is in our people. We offer comprehensive health benefits and 401k matching, student loan assistance, plus career-boosting opportunities like tuition reimbursement and targeted development sessions to help all eligible employees thrive. At Ticketmaster, expect the fast-paced excitement of a startup with the rock-solid support from an industry leader – with plenty of ticket perks on the side.

See what it’s like working at Ticketmaster.

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, ticket printing, and general operational support including installs and upgrades.

What the job is:

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
  • Process in-house ticket requests
  • Provide onsite event support and rotating after hours office support

Host System & AccessManager Support

  • Remain current with new software/product releases
  • Process audits, will call, prebox and comps ticket pulls
  • Deliver ticket stock and ticket stock management
  • Create/modify reports, including Autypes, Repgens, Mopreps, VR’s
  • Support season ticketing
  • AccessManager/eEntry support customization (rules, exceptions, etc.)
  • Review delete lists with clients
  • Assist with client ccauth setup, and ongoing maintenance
  • Setup scanners, gates, addresses, rules, exceptions, load events, archive

Product Support (not all CSS’s)

  • Communicate product updates, new features, and functionality to client base
  • Reposition objects and text on existing ticket or invoice template (painter)
  • 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 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/Central support groups to expedite problem resolution
  • Troubleshoot software and hardware issues – Archtics/Host/AM/eEntry
  • Coordinate 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   Bullets of Responsibilities

What a qualified candidate should possess:

  • 1+ years of experience with the Ticketmaster System
  • Knowledge of AccessManager, PCI, REPGEN, and the season event creation process is preferred
  • Archtics experience is preferred
  • Strong Microsoft Word 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
  • H.S. diploma or equivalent. BA/BS degree is preferred

Equal Employment Opportunity
Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, for applicants in Los Angeles, California, and consistent with applicable laws in other areas.

Hiring Practices
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

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