Client Support Specialist - Contract

THE JOB

This position will support Universe, a division within Ticketmaster. We’re seeking an ambitious, bright, and self-driven individual to join our Client Services team.

This role will be responsible for working with some of our highest grossing clients, developing relationships, and helping them execute events flawlessly.

You’ll be assisting clients from onboarding through to post-event wrap-up and everything in between, you will help them set-up the event in the optimal format, and ensure they are utilizing Universe features to their full capacity.

WHAT YOU WILL BE DOING

Operating as point of contact for enterprise and tier 1 clients, while ensuring clients are educated and equipped with the necessary knowledge / information for all Universe products, features, etc.

to ensure a positive experience

Advocate for the client by ensuring their needs are being met and clearly communicate roadblocks to the product and design teams

Log issues and user feedback, and work closely with developers to reproduce issues, problem-solve, and verify fixes

Assist with product testing of new features and platform upgrades / fixes

Identify process optimizations and improvements to customer success flows to improve the support experience

Assisting to shape the future of Universe by liaising with appropriate stakeholders as part of the Global Initiative Support rollout

Working closely with Sales team to assist in retaining existing client base

Working Monday to Friday, 9am 530pm with flexibility to attend to urgent client matters outside of normal business hours (Pacific time-zone preferred but not required).

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)

Minimum of 3 years’ experience in a customer facing role; customer success, customer service, sales, or similar

Strong understanding of technology and how to efficiently use it to best help our 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 in Microsoft Office suite products

Experience using Zendesk, Stripe, Sift, Jira, Salesforce and Hyperwallet are a bonus

YOU (BEHAVIOURAL SKILLS)

Communication Outstanding oral and written communication skills, with a focus on client interactions and presentations / demonstrations.

Winning Teamwork Collaborating with others in a respectful manner and openly sharing information amongst the team to assist in achieving Ticketmaster goals and objectives.

Taking the time to empathize and understand where others are coming from, along with showing recognition and appreciation for the contribution of others.

Results-Oriented Energetic, highly motivated self-starter with a track record of meeting / exceeding goals through creativity and relationship building, with a knack for being resourceful.

Organizational Skills Manages competing priorities of several teams / departments / locations. Tasks and project management orientation (with the ability to hold others accountable).

Our work is guided by our values :

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams.

If you’re passionate about 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.