Client Support Representative-PT

Job Summary:

Client Support Specialist (Part-Time)

Division: TicketWeb

Line Manager: Client Support Manager

Contract Terms: Part-time, 20-25 hours per week (including weekends and evenings)  

Work Schedule:
Monday and Tuesday: 8pm-12Midnight EST
Friday: 9pm-12Midnight EST

Sat/Sun: 4:30pm-Midnight EST

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 are able to utilize the various Universe and TicketWeb products and platforms. 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 and TicketWeb divisions 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.

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

• 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

UNIVERSE AND TICKETWEB PLATFORM SUPPORT

• Working knowledge of Universe and TicketWeb web portals

• Remain current with new software/product releases

• Assist with client onboarding 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 and TicketWeb managed websites

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

• 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 out clients

• 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

YOU (BEHAVIOURAL SKILLS/COMPETENCIES)  

• 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

• Ability to prioritize and strategize in a dynamic fast-paced environment, balancing client requests, technical hurdles, and daily management of competing priorities/deadlines

BENEFITS & PERKS

Through our ‘Taking Care of Our Own’ program, we provide benefits across six key pillars:

• HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)

• YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days

• WEALTH: 401(k) program with company match, stock reimbursement program

• FAMILY: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support

• CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment

• OTHERS: Volunteer time off, crowdfunding match

LIFE AT TICKETMASTER

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

Our mission at Ticketmaster is to connect people around the world to the live events they love. Ticketmaster is the world’s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries.

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.

Our work is guided by our values:

• Reliability - Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.

• Teamwork – While we celebrate individual achievements, we know have more success as 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.

EQUAL EMPLOYMENT OPPORTUNITY

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. 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. 

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, intersectionality, 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, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

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. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review.

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.