Client Support Specialist - Calgary, AB

Posted Date:3/12/2018 1:30:00 PM
Job Type: Full Time
Req #: JR-12597
Location: Calgary, AB
Job Category:Operations

Job Summary:

Awesome Job: Client Support Specialist
Great Location:  Calgary, AB

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 should you work with us?
Our biggest investment is in people like you. We offer comprehensive health benefits and RRSP matching, plus career-boosting opportunities like tuition reimbursement and targeted development sessions to help you thrive. At Ticketmaster you can 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 …
The CSS is responsible for delivering services to support the client’s day-to-day needs as related to the use of TM ticketing systems and products. The CSS will advise and educate clients within procedural guidelines to ensure a complete solution to their technical or service related questions. Responsibilities will also include; training, ticket printing, and general operational support including installs and upgrades.

A day as a CSS might include some of the following …

  • Assist with initial client setup and ongoing maintenance of service level agreements
  • Develop and prioritize excellent client relationships, striving to exceed client expectations at all times   
  • Research and respond to client concerns accurately and in a time sensitive manner, working cross departmentally with Customer Service and/or National/Central support groups to resolve or expedite resolution of concerns   
  • Remain current with new software and product releases, and coordinate upgrades and hardware replacement at client sites   
  • Provide Host System and AccessManager support through the setup of scanners, gates, addresses, rules, exceptions, load events, and archive
  • Troubleshoot hardware and software issues through Archtics/Host/AM/eEntry; may include restarting database server, credit card server, and/or DIGIT server
  • As required, coordinate between client and TM IT departments to address networking issues
  • Create and update various reports as well as process audits and balance any settlement issues, as necessary
  • Deliver ticket stock and ticket stock management, process in-house ticket requests and support season ticketing
  • Additional duties as assigned

Job Requirements

  • Post-secondary diploma or degree, and strong background in customer service  
  • 1-3 years in a box office environment and experience in ticketing (exposure to the Ticketmaster System strongly preferred)
  • Excellent interpersonal and communication skills (oral and written)
  • Proficient computer skills, particularly MS Word and Excel
  • Knowledge of AccessManager, PCI, REPGEN, and experience with Archtics an asset 
  • Demonstrated critical thinking skills and a keen attention to detail
  • Solution focused, possessing a “can-do” attitude, reliable and team oriented
  • Able to successfully manage multiple and competing priorities in a time sensitive, and at times, pressure-filled environment
  • A passion for live events and desire to learn about the entertainment industry!

This position requires flexibility with scheduling; ability to accommodate occasional onsite event support and rotating after-hours/on-call office support on evening and weekends.

P.S. Applicants for employment in Canada must possess work authorization that does not require sponsorship by the employer for a visa.

Equal Employment Opportunity
Ticketmaster strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
Accommodations are available on request for candidates taking park in all aspects of the recruitment and selection process. If accommodation is needed in the application process, please contact us and we will work with you to meet your accessibility needs. 

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.

We encourage all qualified applicants to apply, however only those selected for further consideration will be contacted. Thank you for your interest in Ticketmaster Canada!

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