Job Summary:

Location: Stoke on Trent

Division: Global Support & Operations / Ticketmaster Sport

Line Manager: Director, Product Solutions

Contract Terms: Permanent, 40 hours per week (out of hours on call required, 1 in 4 Saturdays)

THE TEAM

The Product Solutions team, which is part of the Global Support & Operations organization, is responsible for providing outstanding support for internal teams and the Ticketmaster Sport client base. The team mission “Support the Client, Support the Account Teams, Support the Fan” and strives to provide excellent support while realizing improvements in efficiency, ever-changing technology, support needs and professional growth for the staff.

THE JOB

The Product Solutions Specialist will provide expert support for Ticketmaster Sport clients and Operational teams while working through Salesforce in a SLA and metric driven environment. This position should strive to maintain a high level of client satisfaction while increasing efficiency within the overall Global Operations & Support organization. Primary products to support include but are not limited to Ticketmaster Sport XR & PRO.

WHAT YOU WILL BE DOING

Expert level support focusing on external and internal escalated issues via SalesforceDevelop and maintain excellent relationships ensuring regular client contactProviding support and training to the team, clients and any other members of Ticketmaster SportAdhere to company policy and procedure whilst contributing to a continuous improvement culture within the teamTroubleshoot systematically software faults for bug reportingTaking ownership and seeing through to completion complex incident/requestsCreate and update Knowledge Articles as neededSome travel to client sites and other officesAny other duties and projects as required by Management

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

Minimum of 2 years in software product supportPrior Ticketmaster or ticketing experience requiredProduct knowledge and an understanding of SQL would be beneficialAttention to detail and ability to analyze and solve problemsProficiency in Microsoft OfficeFluent in spoken and written English

YOU (BEHAVIOURAL SKILLS)

Excellent interpersonal and communication skills – ability to influenceCandidate must be detail oriented, organized, and able to work in an agile environmentExcellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload.

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 homelife. 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.