Client Support Specialist
3 weeks ago
About the Role
We are seeking a highly skilled and experienced Client Support Specialist to join our team at Ticketmaster Canada LP. As a key member of our customer support team, you will be responsible for delivering exceptional service to our clients, ensuring their day-to-day needs are met and exceeded.
Key Responsibilities
- Develop and maintain strong relationships with clients, ensuring their service level agreements are met and exceeded.
- Coordinate upgrades and hardware replacements on-site and remotely.
- Provide expert advice and education to clients within procedural guidelines to resolve technical and service-related questions and concerns.
- Maintain accurate customer contacts to enable effective tracking and reporting.
- Provide on-site event support and after-hours office support as needed.
Ticketmaster ONE, Host System & Access Control Support
- Stay up-to-date with the latest working knowledge of Ticketmaster ONE web portal.
- Remain current with new software and product releases for HOST, TM1 Entry, Archtics, Account Manager, and other technology products.
- Create and modify reports, including Autypes, Repgens, Mopreps, and other advanced reporting.
- Assist with client onboarding and ongoing maintenance.
- Act as an expert in all facets of access control products.
- Basic knowledge of event programming, as it relates to sales channels and consumer experience.
- Identify and assist in resolving event-related errors.
Product Support
- Communicate TM product updates, new features, and functionality to clients.
- Provide support and best practices to clients for all TM products.
- Assist with new manifest creation.
- Initial and ongoing training of new features and functionality.
- Use troubleshooting techniques and tools to identify the root cause of issues.
- Provide coordination services for networking issues between clients and in-house IT teams.
Requirements
- Minimum of 2 years' experience working in an office environment, preferably in customer/client support roles.
- Experience with the Ticketmaster system and/or various ticketing systems is a bonus.
- Box Office experience is considered an asset.
- Must be detail-oriented with the ability to multi-task and juggle competing priorities.
- Strong verbal and written communication skills.
- Proficiency in Word, PowerPoint, and Excel.
- A passion for live events and a strong desire to assist clients in creating the ultimate fan experience.
- Knowledge of Presence, AccessManager, Repgen, Archtics, and the Event Base product suite is a bonus.
- Certain degree of creativity, latitude, and problem-solving is required.
What We Offer
We are committed to building a culture in which all people can be their authentic selves, have an equal voice, and opportunities to thrive. We offer a dynamic and inclusive work environment, opportunities for professional growth and development, and a competitive compensation package.
About Us
Ticketmaster Canada LP is a leading provider of ticketing and event management solutions. We are passionate about live events and committed to helping millions of fans experience them. Our values include reliability, teamwork, integrity, and belonging.
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