Event Support Specialist

JOB DESCRIPTION – EVENT SUPPORT SPECIALIST (Ticketing)

Location: Berlin

Division: Ticketmaster International

Line Manager: TBD

Contract Terms: Permanent

THE TEAM

Global Client Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction.

The International Client Support & Operations team is a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.), in markets that operate on the Microflex platform.

Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs.

We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients’ and local Markets’ needs and challenges day-to-day.

THE JOB

In this role as an Event Support Specialist (Ticketing), part of the Event Support Team in the Central Europe Region, you will support Ticketmaster clients in all their event management needs. This includes building events in Microflex, making updates to events based on work requests from clients and supporting clients that self-program events using Ticketmaster’s product suite.

This position involves collecting, reviewing, and inputting accurate data into Ticketmaster ticketing systems following procedural best practices and established standards, then verifying the output. The tool knowledge set for the position includes Microflex and Microflex applications but is open to incorporate other ticketing platforms that will form part of the development of Ticketmaster’s product suite.

WHAT YOU WILL BE DOING

• Program events with accuracy and according to best practices and standard operating procedures defined.
• Accurately input event data into Ticketmaster Ticketing Systems and identify and resolve event related errors.
• QA event configurations as required to confirm these meet quality levels.
• Meet and exceed Event Management service level agreements.
• Inform accurately in Salesforce event management information throughout the different Event Life-cycle stages.
• Work with clients, promoters, and internal departments such as Marketing, Finance, Fan Support, Fulfillment and Client Support, when creating events and distributing information regarding those events.
• Support clients on the usage of Ticketmasters own products that are related to Event Management processes: nxMenu 3.03, TM1 Events, TM1 Reports, etc.
• Configure events to allow other satellite products to operate, like TM1 Access, TM1 Flex, TM1 Amplify, etc.
• Bridge seatmap requests to the Hub and quality review these as delivered.
• For those clients with a Client Support Specialist (CSS) assigned, work closely with the CSS to understand how to better serve the client.
• Actively work with the Fan Support teams to facilitate event configuration and to answer any customer questions or claims.
• Build and cultivate excellent client and interdepartmental relationships.
• From time to time, will be responsible for other duties as assigned by, but not limited to, Senior Event Specialist and the Event Support Manager.

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

• This job requires a high level of computer affinity with excellent and fast data entry skills and knowledge of the Microsoft product suite.
• Ability to successfully handle multiple priorities and the same time and still be able to prioritize new incoming tasks and reschedule existing assignments.
• Service oriented, working with accuracy, structure, and organisation, delivering consistent quality service.
• Ability to communicate effectively with clients from the local market and markets within the region (no need to speak multiple languages, only German and English).
• Rigorous adherence to the standard of operating procedures .
• Certain degree of creativity, latitude, problem solving and a proactive mindset is required.
• Must have the ability to accommodate a flexible schedule including some weekends, evenings, and holidays.
• H. S. diploma or equivalent required. BA/BS degree is preferred.
• Previous Event Management or Box Office experience a plus.
• Overall awareness of the entertainment and sports business a plus.

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes determine how the role will be carried out and are required to be a success:

• Team player offering proactive support to colleagues.
• Eye to identify areas of improvement to thrive for service excellence.
• Highly curious in learning how TM Operations Products work
• Carefully weighs the impact of a broad range of related issues or factors.
• Asks appropriate questions to ensure understanding.
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
• Organises time effectively.
• Excellent written and oral communication skills, organizational skills and attention to detail.
• Have the ability to process a lot of information from different sources at the same time and to be able to filter the necessary information.
• Demonstrates ethical behaviours.
• Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organisation. A skilful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic.

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.

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

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. 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. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.