Job Information
Live Nation Client Support Specialist (Part-Time) in United States
Job Summary:
JOB DESCRIPTION – CLIENT SUPPORT SPECIALIST
Location : Remote in United States
Division : Universe
Line Manager : Client Support Manager
Contract Terms : Part-time, working hours in Pacific Time Zone (Thursday to Sunday 4pm-12pm PST)
THE TEAM
The client services team builds and maintains relationships with various clients to understand the essentials of their business practice, ensure their business objectives are met and clients can utilize Universe products and platform. They are the voice of the client for the product team and help support the fan journey, queries, and support on behalf of clients.
THE JOB
This position will support the Universe division within Ticketmaster. You will deliver 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 product and engineering teams to ensure we are providing timely problem resolution.
Responsibilities will also include training, sharing of best practices, and general operational support including installs and upgrades. This role will be responsible for handling inbound emails from clients and ticket buyers (fans), be the first line of defense to troubleshoot issues, provide solutions and propose and implement process improvements with the broader team. In addition, the role will require coordination and execution of after-hour support projects.
WHAT YOU WILL BE DOING
CLIENT SERVICE
Work closely with clients via Zoom, email and over the phone, to build their own events, manage their own on/off sales, and pull their own reports.
Oversee a team of after-hour client support specialists and bridge operations for respective product, fan support and client support teams.
Engage with event hosts and ticket buyers (fans) to resolve issues and requests with strong empathy.
Meet and exceed client service level agreements.
Identify process optimization and improvements to customer success flows to improve the support experience.
Advise and assist with reporting.
Monitor client chargeback activity and flag fraudulent trends, and alert respective teams.
Coordinate upgrades and hardware replacements at client sites
Work closely with the Sales and Product teams to ensure client needs are met and clearly communicate roadblocks to the team.
Provide after-hours office support for urgent matters.
UNIVERSE PLATFORM SUPPORT
Working knowledge of Universe web portal
Remain current with new software/product releases.
Assist with client training/education and ongoing maintenance.
PROBLEM RESOLUTION
Use troubleshooting techniques and tools to identify the root cause of issues.
Research client/customer complaints about service levels
Serve as primary contact for customer service escalations on behalf of clients.
Log issues and user feedback, and work closely with developers to reproduce issues, problem-solve, and verify fixes on Universe managed website.
Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional duties, responsibilities, projects, and team support as needed.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)
Minimum of 2 years of experience in a customer facing role; customer success, customer service, sales or similar. Ticketing experience is a huge plus!
Minimum of 1 year of account management experience such as managing partnerships across the country, with consideration for uniqueness of individual client needs
Strong understanding of technology and how to efficiently use it to best help clients.
Clear and concise verbal and written communication skills; including exceptional spelling and grammar.
Excellent social and interpersonal skills; you’re friendly and outgoing, and enjoying connecting with new people.
Proficient working knowledge of Microsoft Office suite products
Understanding of the Ticketing or Live Event industry is a bonus, as is experience working in a Box Office
Ability to prioritize and strategize in a dynamic fast-paced environment, balancing client requests, technical hurdles, and daily management of competing priorities/deadlines/projects.
YOU (BEHAVIORAL SKILLS/COMPETENCIES)
Rock Solid Reliability – I earn the trust of clients, co-workers, and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right.
Solution Driven – I creatively find solutions to problems clients are experiencing by collaborating with management and interdepartmentally with experts that can find alternative and effective solutions to any limitations.
Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathize and understand where others are coming from; I show recognition and appreciation for the contributions of others.
Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.
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 home life. 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.
CULTURE We are fans who help fans everywhere get into 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 with one amazing experience at a time. And we think that’s 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.
We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan’s experience. Your work, our passion… delivering world class experiences – Fan First.
#UniverseCareers
The expected compensation for this position in Washington is:
$18.40 USD - $23.00 Hourly
** Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the Washington Equal Pay and Opportunities Act. It is estimated based upon what an individual working in this position in the state of Washington would be paid . It assumes that the candidate will be in Washington or perform the position from Washington. Similar positions located outside of Washington will not necessarily receive the same compensation. Live Nation takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the Washington Law, a potential new employee’s salary history will not be used in compensation decisions.
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.