JOB DESCRIPTION – EVENT SUPPORT SPECIALIST (TICKETING) - GERMAN SPEAKING

Location: Berlin (hybrid) or Hamburg
Division: Ticketmaster International
Line Manager: Event Support Manager
Contract Terms: Permanent

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 (German and English skills needed).
• Rigorous following standard operational procedures and attention to detail.
• Certain degree of creativity, latitude, problem solving and a proactive mindset is required.
• Previous Event Management or Box Office experience a plus.
• Overall awareness of the entertainment and sports business is important.
• Knowledge of how TM departments impact on one another, and on outside clients is a plus.
• Must have the ability to accommodate a flexible schedule including some weekends, evenings, and holidays.
• Excellent written and oral communication skills, good organizational skills, and attention to detail

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.
• 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.

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 experience, 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 Fan Experience teams to facilitate event configuration information as needed 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
• Receive continuous training on new product and features and how they need to be operated

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.
• 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