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Specialist - Product Support

Posted Date:4/6/2018 1:28:37 PM
Job Type: Full Time
Req #: JR-11652
Location: Scottsdale, AZ
Job Category:Information Technology

Job Summary:

Awesome Job:           Product Support Specialist

Great Location:        Scottsdale, AZ

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:

Provide efficient, front-line support to Ticketmaster clients and employees utilizing Ticketmaster Proprietary software. Member of a virtual product support team that conducts support over the phone and via email for 30+ products. Half of the team members work from Scottsdale, AZ while the other half work out of Ticketmaster offices throughout the US and Canada. TMPS represents Ticketmaster as a whole while interacting with high profile clients. 

What the job is:

  • Work as part of a product support team, supporting 30+ Ticketmaster software applications, including: Archtics, AccessManager, AccountManager, eEntry, Event Management Tool, Host, Kiosk, PCI, Permissioning, TMMessenger, TMONE, WPS, etc.
  • Level I & II support primarily, with additional escalation resources available.
  • Support a variety of issues from clients (i.e. venues/concert halls) & internal TM staff.
  • Work within a Help Desk environment engaging daily with a virtual team of approx. 40 people.
  • Remain logged in to Genesys phone application, averaging 15-20 calls per day.
  • Log all support time in Salesforce (case tracking system) averaging 25+ hours per week minimum.
  • Working closely with many Ticketmaster departments across the company to resolve issues and enhance overall client experience.
  • Contribute to Salesforce Knowledge Base in order to facilitate customer self-service.
  • Participate in bi-annual training and development to maintain awareness of new and emerging technologies.
  • Work weekends/holidays on a rotating basis.

What a qualified candidate should possess:

  • Previous experience in a technical support role or helpdesk environment.
  • Ticketmaster proprietary software knowledge preferred over Microsoft knowledge.
  • SQL knowledge and relational database understanding desired.
  • Basic MS Windows/Office knowledge.
  • Work under pressure to meet targets and deadlines.
  • Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload.
  • Ability to analyze and solve complex issues utilizing available resources.
  • Communicate effectively at all levels of the organization over the telephone and face to face.
  • Handle difficult clients in a positive and confident manner.
  • Excellent written and verbal communication skills.
  • Strong attention to detail and adherence to a professional image.

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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