Client Support Specialist Sport Xr

Job Description

jOB DESCRIPTION - CLIENT SUPPORT SPECIALIST sport

**Location**: Germany

**Division**: Ticketmaster International

**Line Manager**: Regional Operations Director

**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.

International Client Support & Operations team, 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 a Client Support Specialist Sport, part of the Client Support Team in the German Market, you will be responsible for delivering services to support Sports Clients’ day-to-day operational needs related to the use of ticketing systems and products in facilitating ticketing operations through the life-cycle of the clients’ event portfolio.

You will become the clients’ primary support contact at Ticketmaster, and you will work closely with clients to continuously improve service levels and increase client satisfaction. The Client Support Specialist Sport will be responsible for maintaining agreed upon service levels. Responsibilities will also include training, sharing of best practices, and general operational support including installs and upgrades.

You will leverage ticketing products and process knowledge and provide consultancy services to help define solutions that fulfil clients’ operational needs. In doing so, you will lead and coordinate consultancy efforts with other functional experts within Ticketmaster (Product Operations, Event Support, Client Development, Customer Support, Finance, etc.).

Tasks

WHAT YOU WILL BE DOING

CLIENT SERVICE
- Provide front line support to an assigned client list of moderate to high impact clients in the Sports segment.
- Own the operations services for the full life cycle of their events.
- Develop and maintain excellent client relationships, by providing a personalized support.
- Meet and exceed client service level agreements.
- Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions.
- Promote, manage, and facilitate product & feature adoption.
- Assist with new client onboarding and ongoing maintenance
- Provide consultancy services with clients to understand their business initiatives, to define technical/service solutions. Coordinate with other TM experts when needed.
- Build a wide knowledge of the operations products and services that support the full life cycle of events
- Develop a continuous improvement culture with the client to enable operational improvements
- Work closely with Client Development to align the commercial and service agreement
- Coordinate hardware upgrades with clients and TM Field Operations.
- Update event support client needs and particularities to Event Support team
- Maintain and update accurately and promptly client support information in Salesforce
- Provide onsite event support and after-hours office support as needed

TICKETMASTER SYSTEMS SUPPORT
- Provide support and best practices to the client for Ticketmaster Sport Platform and Product suite
- Communicate product updates, new features, and functionality
- Initial and ongoing training of new features and functionality
- Working knowledge and support of tm/1 portal and related tools, including creating/modifying reports (tm/1 Reports), supporting box offices operations (selling, balancing, night of show resolution), and advising on the product’s best practices and use.
- Working knowledge and support of the ticketing platform that will serve the client’s operations: Sport XR, Microflex, Universe, other.
- Act as the expert in all facets of Access Control products and operations
- Basic knowledge of event programming process and procedures as it relates to sales channels, consumer experience, and quality of event submissions through our various Event Management modes (Full-Service, Assisted Service or Self-Service).
- Identifies and assist in resolving event p