Client Support Representative; Part Time

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Job Summary:

JOB DESCRIPTION -Client Support Specialist (Part-Time)
Location(s):Remote in{Canada} / {US}
Division:Ticketmaster Clubs (Ticket Web/Universe)
Line Manager:Client Support Manager
Contract Terms:Part-time, 28 hours per week (Monday through Friday) – daytime support
Schedule:

• Monday 12pm - 4pm (4 hours)
• Tuesday 9am - 2pm (5 hours)
• Wednesday 12pm - 8pm (7 hours, with one hour lunch)
• Thursday 9am - 2pm (5 hours)
• Friday 9am - 2pm (5 hours)

THE TEAM
Our client services team owns the client relationship from sign up to event production and acts as the voice of the client for our product team. As part of that, they also support the fan journey, fan queries and fan support on behalf of clients. They are empathetic, active, consultative strategists working to understand customer needs and ensure adoption, helping customers to exceed their goals.

From onboarding to engagement to event strategy, our CSMs are driven by customer success, satisfaction, and adoption.

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, with a focus on non-managed client accounts, fan support and operations.
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, including product and sales.

WHAT YOU WILL BE DOING

• Engage with event hosts and ticket buyers (fans) to resolve issues and requests with strong empathy
• Advocate for the event hosts and ticket buyers 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
• Identify process optimization and improvements to customer success flows to improve the support experience
• Work closely with the Sales and Product teams to ensure client needs are met and clearly communicating roadblocks to the team
• Monitor client chargeback activity and flag fraudulent trends, and alert respective teams
• Manage priority support hosts to resolve issues and product requests; fulfill Ticketmaster and Ticket Web marketing campaigns and submit equipment requests.

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 1+ 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
• Experience using Zendesk, Stripe, Sift, and Hyperwallet is a plus

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.
• Problem Solving and Innovation – Gathering appropriate perspectives and insights and seeking win-win solutions by remaining open to alternative approaches and being proactive in generating new ideas. Ability to maintain a balanced perspective and see all sides of an issue and manage problems in a…