Client Support Specialist Job in New York 10019, New York US
Who are we?
Ticketmaster is a Live Nation Entertainment, Inc. company. Live Nation Entertainment (NYSE-LYV) is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, e-commerce and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show. In 2009, Live Nation sold 140 million tickets, promoted 21,000 concerts, partnered with 850 sponsors and averaged 25 million unique monthly users of its e-commerce sites.
- Develop and maintain excellent client relationships
- Meet and exceed client service level agreements
- Advise and assist with reporting
- Coordinate upgrades and hardware replacements at client sites
- Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions
- Maintain customer contacts to enable accurate tracking and reporting
- Process in-house ticket requests
- Provide onsite event support and rotating after hours office support
- Remain current with new software/product releases
- Process audits, will call, prebox and comps ticket pulls
- Deliver ticket stock and ticket stock management
- Create/modify reports, including Autypes, Repgens, Mopreps, VR’s
- Support season ticketing
- AccessManager/eEntry support customization (rules, exceptions, etc.)
- Review delete lists with clients
- Assist with client ccauth setup, and ongoing maintenance
- Setup scanners, gates, addresses, rules, exceptions, load events, archive
- Communicate product updates, new features, and functionality to client base
- Reposition objects and text on existing ticket or invoice template (painter)
- Provide support and best practices to the client for all TM products including archiving data, loading events, setting rules, adding hardware, and communication to other TM servers
- Assist with new manifest creation
- Establish any special client MOP types
- Install Archtics on workstations and ticket printers
- Initial and ongoing training of new features and functionality
- Perform DB backups
- Use troubleshooting techniques and tools to identify the root cause of issues
- Research client/customer complaints about service levels
- Work with National/Central support groups to expedite problem resolution
- Troubleshoot software and hardware issues – Archtics/Host/AM/eEntry
- Coordinate networking issues between client and TM IT
- Balance Audits/Settlement issues
- Resolve issues with Customer Service for events with problems and/or special circumstances
- Restart database server, credit card server, and DIGIT server
Job Requirements:
- 1-3 years experience with the Ticketmaster System
- Knowledge of AccessManager, PCI, REPGEN, and the season event creation process is preferred
- Archtics experience is preferred
- Strong Microsoft Word and Excel skills
- Service oriented, with strong organizational and communication skills.
- Able to successfully handle multiple priorities.
- Certain degree of creativity, latitude, and problem solving is required
- H.S. diploma or equivalent. BA/BS degree is preferred
EQUAL EMPLOYMENT OPPORTUNITY
Live Nation Entertainment strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
Req. Code : 2629
Division/Department : Ticketmaster
% of Travel Required : None/Not Specified
Offer Relocation : No