Client Support Specialist (Part-Time)

at  Live Nation

JOB DESCRIPTION – CLIENT SUPPORT SPECIALIST

Location : Remote in United States
Division : Universe
Line Manager : Client Support Manager
Contract Terms : Part-time, working hours in Pacific Time Zone (Thursday to Sunday 4pm-12pm PST), with possible nights and weekend for on call support

PROBLEM RESOLUTION

• Use troubleshooting techniques and tools to identify the root cause of issues.
• Research client/customer complaints about service levels
• Serve as primary contact for customer service escalations on behalf of clients.
• Log issues and user feedback, and work closely with developers to reproduce issues, problem-solve, and verify fixes on Universe managed website.
  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/COMPETENCIES)

• Minimum of 2 years of experience in a customer facing role; customer success, customer service, sales or similar. Ticketing experience is a huge plus!
• Minimum of 1 year of account management experience such as managing partnerships across the country, with consideration for uniqueness of individual client needs
• Strong understanding of technology and how to efficiently use it to best help 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.
• Proficient working knowledge of Microsoft Office suite products
• Understanding of the Ticketing or Live Event industry is a bonus, as is experience working in a Box Office
• Ability to prioritize and strategize in a dynamic fast-paced environment, balancing client requests, technical hurdles, and daily management of competing priorities/deadlines/projects.

YOU (BEHAVIORAL SKILLS/COMPETENCIES)

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 empathize and understand where others are coming from; I show recognition and appreciation for the contributions of others.
Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.