Client Support Specialist

Job Summary

Client Support Specialist

Location:

Honolulu, Hawaii

Division:
Ticketmaster

Line Manager:
Area Manager, Field Operations

Contract

Terms:

Full Time

The Field Operations team builds and maintains relationships with various clients to understand their business practice, ensure objectives are met and clients are able to utilize Ticketmaster products.

• Develop and maintain excellent client relationships
• Meet and exceed client service level agreements
• Advise and assist with reporting
• Coordinate upgrades and hardware replacements at client sites
• Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions
• Maintain customer contacts to enable accurate tracking and reporting
• Provide high level marketing support on Ticketmaster no-cost solutions
• Provide onsite event support and after hours office support

• Working knowledge of Ticketmaster ONE web portal
• Remain current with new software/product releases for Host, TM1 Entry, Archtics/Account Manager and all technology products
• Create/modify reports, including Autypes, Repgens, Mopreps, and other advanced reporting
• Support season ticketing, access control support customization (rules, exceptions, etc.)
• Assist with client onboarding and ongoing maintenance
• Act as the expert in all facets of access control products
• Basic knowledge of event programming as it relates to sales channels and consumer experience
• Knowledge of the Event Base product suite
• Identifies and assist in resolving event programming related errors

• Communicate product updates, new features and functionality to client base; TM products such as Archtics, HOST, , Scaling, Analytics, TM1 Maps, Price master, TM1 Events and TM1 Engagement
• Provide 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 servers
• Assist with new manifest creation
• Establish any special client MOP types
• Install Archtics on workstations and ticket printers
• Initial and ongoing training of new features and functionality
• Perform database tasks as needed by client

• Use troubleshooting techniques and tools to identify the root cause of issues
• Research client/customer complaints about service levels
• Work with National/Central support groups to expedite problem resolution
• Troubleshooting software and hardware issues – Archtics/Host/AM/TM1 Entry/Inventory Control/Price master
• Provide coordination of a networking issues between client and TM IT
• Balance Audits/Settlement issues
• Resolve issues with Customer Service for events with problems and/or special circumstances
• Restart database server, credit card server, and DIGIT server

• H.S. diploma or equivalent. BA/BS degree is preferred
• 1+ years of experience with the Ticketmaster System and/or various ticketing systems
• Overall awareness of the entertainment and sports business is important
• Box Office experience is a plus
• Knowledge of how TM departments impact on one another, and on outside clients is a plus
• Knowledge of Presence, Access Manager, REPGEN, and the Event Base product suite is preferred
• Archtics experience is preferred
• Strong Microsoft Word, PowerPoint and Excel skills
• Service oriented, with strong organizational and communication skills.
• Able to successfully handle multiple priorities
• Certain degree of creativity, latitude, and problem solving is required

• 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 empathise and understand where others are coming from; I show recognition…