Client Support Specialist Jobs

Job Summary
JOB DESCRIPTION – CLIENT SUPPORT SPECIALIST  
Location: Winnipeg, MB., Calgary AB., or Edmonton, AB
Division: Ticketmaster Canada
Line Manager: Area Manager, Operations
Contract Terms: Permanent, 37.5 hours per week
THE TEAM
We’re fans who help fans everywhere access the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else!), we’re enriching lives’ one amazing experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want you on our team.  
THE JOB
This Client Support Specialist role will be delivering services to support the client’s day-to-day needs related to the use of ticketing systems and products. This role will be responsible for maintaining agreed upon service levels and are required to follow up as needed with national teams to ensure we’re providing timely problem resolution to our wide range of clients. Further responsibilities include training, sharing of best practices, and general operational support including installs and upgrades. 
What You Will Be Doing
Customer Service 

• Maintain customer contacts to enable accurate tracking and reporting 
• Develop and maintain excellent client relationships, while meeting and exceeding client service level agreements. 
• Provide onsite event support and afterhours office support, as necessary 
• 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 

 
Ticketmaster ONE, Host System & Access Control Support 

• Assist with client onboarding and ongoing maintenance 
• Remain current with new software/product releases for HOST, TM1 Entry, Archtics, and other technology products 
• Create/modify reports, including Autypes, Repgens, Mopreps, and other advanced reporting 
• 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. 
• Keep up-to-date working knowledge of Ticketmaster ONE web portal 
• Identify and assist in resolving event related errors 

 
Product Support 

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

Our job descriptions evolve with our business need and priorities. In addition to the description above, your role may include additional projects and team support as needed. 
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• A passion for live events and strong desire to assist our clients in creating the ultimate fan experience 
• Strong verbal and written communication skills 
• Knowledge of Presence, TM1 Entry, Repgen, Archtics, and the Event Base product suite is a bonus! 
• Box Office experience is considered an asset 
• Certain degree of creativity, latitude, and problem solving is required .
• Must be detail-oriented with the ability to multi-task and juggle competing priorities  
• Minimum of 2 years’ experience working in an office environment, preferably in customer/client support roles 
• Experience with the Ticketmaster system and/or various ticketing systems is a bonus! 
• Proficiency in Word, PowerPoint, and Excel 

You (behavioural Skills)

• 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. 
• Business Acumen – You understand and can apply general business concepts, using external networks to understand market situations and industry. 

LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.
We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
Our Work Is Guided By Our Values
Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.
Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team.
Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.
Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.
EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
Ticketmaster Canada will provide reasonable accommodations for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and need an accommodation due to a disability, please email [email protected]. Please note this inbox is limited to accommodation requests. Resumes submitted to this inbox will not be considered.