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.

Aufgaben

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.

Qualifikation

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 prioritie