Job Title

THE JOB This position delivers 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 national 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.WHAT YOU WILL BE DOING CLIENT SERVICEDevelop and maintain excellent client relationshipsMeet and exceed client service level agreementsAdvise and assist with reportingCoordinate upgrades and hardware replacements at client sitesAdvise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questionsMaintain customer contacts to enable accurate tracking and reportingProvide high level marketing support on Ticketmaster no-cost solutionsProvide onsite event support and afterhours office supportTicketmaster ONE, Host System & Access Control SupportWorking knowledge of Ticketmaster ONE web portalRemain current with new software/product releases for Host, TM1 Entry, Archtics/Account Manager and all technology productsCreate/modify reports, including Autypes, Repgens, Mopreps, and other advanced reportingSupport season ticketing, access control support customization (rules, exceptions, etc.)Assist with client onboarding and ongoing maintenanceAct as the expert in all facets of access control productsBasic knowledge of event programming as it relates to sales channels and consumer experienceKnowledge of the Event Base product suiteIdentifies and assist in resolving event programming related errorsProduct SupportCommunicate product updates, new features and functionality to client base; TM products such as Archtics, HOST, , Scaling, Analytics, TM1 Maps, Pricemaster, TM1 Events and TM1 EngagementProvide support and best practices to the client for all TM products including archiving data, loading events, setting rules, adding hardware, and communication to other TM serversAssist with new manifest creationEstablish any special client MOP typesInstall Archtics on workstations and ticket printersInitial and ongoing training of new features and functionalityPerform database tasks as needed by clientProblem ResolutionUse troubleshooting techniques and tools to identify the root cause of issuesResearch client/customer complaints about service levelsWork with National/Central support groups to expedite problem resolutionTroubleshooting software and hardware issues - Archtics/Host/AM/TM1 Entry/Inventory Control/PricemasterProvide coordination of a networking issues between client and TM ITBalance Audits/Settlement issuesResolve issues with Customer Service for events with problems and/or special circumstancesRestart database server, credit card server, and DIGIT serverWHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)H.S. diploma or equivalent. BA/BS degree is preferred1+ years of experience with the Ticketmaster System and/or various ticketing systemOverall awareness of the entertainment and sports business is importantBox Office experience is a plusKnowledge of how TM departments impact on one another, and on outside clients is a plusKnowledge of Presence, AccessManager, REPGEN, and the Event Base product suite is preferredArchtics experience is preferredStrong Microsoft Word, Powerpoint and Excel skillsService oriented, with strong organizational and communication skills.Able to successfully handle multiple prioritiesCertain degree of creativity, latitude, and problem solving is requiredBENEFITS & PERKSThrough 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 daysWEALTH: 401(k) program with company match, stock reimbursement programFAMILY: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy supportCAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repaymentOTHERS: Volunteer time off, crowdfunding matchLIFE AT TICKETMASTERWe 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 tegrity - 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.