Client Support Representative (Part-Time)

Job Summary:

JOB DESCRIPTION - Client Support Specialist (Part-Time)

Location: Remote in US

Division: TicketWeb

Line Manager: Manager, Client Support

Contract Terms: Part-time, 28 hours per week (including weekends and evenings) 

**Initial required training for this role is expected to take place over the course of a 2-weeks period, during regular business hours between the hours of 9-5, in our NYC office**

THE TEAM

The client services team builds and maintains relationships with various clients to understand the essentials of their business practice, ensure their business objectives are met and clients are able to utilize the various Universe and TicketWeb products and platforms. They are the voice of the client for the product team and help support the fan journey, queries and support on behalf of clients.

THE JOB

This position will support the Universe and TicketWeb divisions within Ticketmaster. You will deliver services to support the client’s day-to-day needs related to the use of ticketing systems and products. The CSS will be responsible for maintaining agreed upon service levels. They will follow-up as needed with product and engineering teams to ensure we are providing timely problem resolution. Responsibilities will also include training, sharing of best practices, and general operational support including installs and upgrades. This role will be responsible for handling inbound emails from clients and ticket buyers (fans), be the first line of defense to troubleshoot issues, provide solutions and propose and implement process improvements with the broader team.

WHAT YOU WILL BE DOING

CLIENT SERVICE

• Work closely with clients via Zoom, email and over the phone, to build their own events, manage their own on/off sales, and pull their own reports

• Engage with event hosts and ticket buyers (fans) to resolve issues and requests with strong empathy

• Meet and exceed client service level agreements

• Identify process optimization and improvements to customer success flows to improve the support experience

• Advise and assist with reporting

• Monitor client chargeback activity and flag fraudulent trends, and alert respective teams

• Coordinate upgrades and hardware replacements at client sites

• Work closely with the Sales and Product teams to ensure client needs are met and clearly communicate roadblocks to the team

• Provide after hours office support

UNIVERSE AND TICKETWEB PLATFORM SUPPORT

• Working knowledge of Universe and TicketWeb web portals

• Remain current with new software/product releases

• Assist with client onboarding and ongoing maintenance

PROBLEM RESOLUTION

• Use troubleshooting techniques and tools to identify the …