Spécialiste du support Client / Client Support Specialist

at  Live Nation

DESCRIPTION D’EMPLOI – SPÉCIALISTE AU SOUTIEN CLIENT

Emplacement : Montréal, QC. (Hybride)
Division : Ticketmaster Canada
Cadre hiérarchique : Gestionnaire régional, Opérations
Modalités : Contrat (1 an), 37,5 heures par semaine.

JOB DESCRIPTION – CLIENT SUPPORT SPECIALIST

Location : Montreal, QC. (Hybrid)
Division : Ticketmaster Canada
Line Manager : Area Manager, Operations
Contract Terms : Contract, 1-year. Full-time (37.5 hours per week)

WHAT YOU NEED TO KNOW (OR TECHNICAL SKILLS)

• Minimum of 2 years’ experience working in customer/client support roles
• Experience with the Ticketmaster system and/or various ticketing systems is a bonus!
• Box Office experience is considered an asset
• Must be detail-oriented with the ability to multi-task and juggle competing priorities
• Strong verbal and written communication skills
• Proficiency in French considered an asset!
• Proficiency in Word, PowerPoint, and Excel
• A passion for live events and strong desire to assist our clients in creating the ultimate fan experience
• Knowledge of Presence, Repgen, Archtics, and the Event Base product suite is a bonus!
• Certain degree of creativity, latitude, and problem solving is required

YOU (BEHAVIOURAL SKILLS)

• Business Acumen – You understand and can apply general business concepts, using external networks to understand market situations and industry.
• Problem Solving and Innovation – Gathering appropriate perspective and insights and seeking win-win solutions by remaining open to alternative approaches and being proactive in generating new ideas. Ability to maintain a balanced perspective and see all sides of an issue and manage problems in a timely and effective manner. A free and independent thinker, open to new ideas and concepts.
• Organizational Skills – Manages competing priorities of several teams/departments/locations. Tasks and project management orientation (with the ability to hold others accountable).
• Winning Teamwork – Collaborating with others in a respectful manner and openly sharing information amongst the team to assist in achieving Ticketmaster goals and objectives. Taking the time to empathize and understand where others are coming from, along with showing recognition and appreciation for the contribution of others.

Customer Service

• Develop and maintain excellent client relationships, while meeting and exceeding client service level agreements.
• Coordinating upgrades and hardware replacements on/off site
• Advise and educate clients within procedural guidelines to ensure a solution is provided for any technical or service questions/concerns
• Maintain customer contacts to enable accurate tracking and reporting
• Provide onsite event support and afterhours office support, as necessary

Ticketmaster ONE, Host System & Access Control Support

• Keep up-to-date working knowledge of Ticketmaster ONE web portal
• Remain current with new software/product releases for HOST, TM1 Entry, Archtics, Account Manager, and for all other technology products
• Create/modify reports, including Autypes, Repgens, Mopreps, and other advanced reporting
• Assist with client onboarding and ongoing maintenance
• Act as an expert in all facets of access control products
• Basic Knowledge of Event Programming, as it relates to sales channels and consumer experience.
• Identify and assist in resolving event related errors

Product Support

• Communicate TM product updates, new features and functionality to clients
• Provide support and best practices to the client for all TM products
• Assist with new manifest creation
• Initial and ongoing training of new features and functionality
• Use troubleshooting techniques and tools to identify the root cause of issues
• Providing coordination services of a networking issues between client and in-house IT teams

Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional projects and team support as needed.