Client Support Specialist

📋 Description

• • As a Client Support Specialist at Live Nation Entertainment, you will be at the forefront of ensuring our clients successfully leverage Ticketmaster's comprehensive suite of ticketing systems and products. This role is pivotal in building and maintaining strong client relationships, understanding their unique business practices, and guaranteeing their business objectives are met through our innovative platforms.
• • You will be responsible for delivering exceptional day-to-day services, meticulously adhering to and exceeding agreed-upon service level agreements. This involves proactive follow-up with national teams to ensure timely and effective problem resolution, thereby maintaining client satisfaction and trust.
• • A significant aspect of your role will involve educating clients, sharing best practices, and providing general operational support, including the coordination of system installs and upgrades. Your expertise will empower clients to maximize their use of Ticketmaster's solutions.
• • In terms of client service, you will cultivate and nurture excellent relationships, acting as a trusted advisor. You will assist clients with reporting needs, coordinate crucial upgrades and hardware replacements at their sites, and provide guidance within procedural frameworks to resolve technical and service inquiries.
• • Maintaining accurate customer contact information is essential for effective tracking and reporting, ensuring a seamless client experience. You will also offer high-level marketing support for Ticketmaster's no-cost solutions, adding value beyond core ticketing functions.
• • This role requires flexibility, including providing onsite event support and being available for after-hours office support, reflecting the dynamic nature of the live entertainment industry.
• • You will gain working knowledge of the Ticketmaster ONE web portal and stay current with all new software and product releases for Host, TM1 Entry, Archtics/Account Manager, and other technology products. Your ability to create and modify advanced reports, including Autypes, Repgens, and Mopreps, will be critical.
• • Support for season ticketing and customization of access control systems, including rules and exceptions, will be a key responsibility. You will also assist with both the initial onboarding of new clients and their ongoing system maintenance, acting as a subject matter expert in all facets of access control products.
• • A foundational understanding of event programming as it relates to sales channels and consumer experience, along with knowledge of the Event Base product suite, will be essential for comprehensive support.
• • You will be the primary communicator of product updates, new features, and functionalities to the client base, covering a wide array of TM products such as Archtics, HOST, TM.com, Scaling, Analytics, TM1 Maps, Pricemaster, TM1 Events, and TM1 Engagement.
• • Providing hands-on support and best practices for all TM products will be a daily activity, including tasks like archiving data, loading events, setting rules, adding hardware, and communicating with other TM servers.
• • You will assist with new manifest creation, establish special client MOP types, and perform installations of Archtics on workstations and ticket printers. Initial and ongoing training on new features and functionality will be a core part of your role.
• • In problem resolution, you will employ advanced troubleshooting techniques and tools to pinpoint the root cause of issues, research client complaints regarding service levels, and collaborate effectively with National/Central support groups to expedite resolutions.
• • This includes troubleshooting a wide range of software and hardware issues across Archtics/Host/AM/TM1 Entry/Inventory Control/Pricemaster, coordinating networking issues between clients and TM IT, and resolving balance audits/settlement issues.
• • You will also resolve issues escalated from Customer Service for events facing problems or special circumstances, and perform essential server restarts (database, credit card, DIGIT) as needed.