This position will support the Universe division 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. In addition, the role will require coordination and execution of after-hour support projects.
 

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.
• Oversee a team of after-hour client support specialists and bridge operations for respective product, fan support and client support teams.
• 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 for urgent matters.
   

UNIVERSE PLATFORM SUPPORT

• Working knowledge of Universe web portal
• Remain current with new software/product releases.
• Assist with client training/education and ongoing maintenance.

PROBLEM RESOLUTION

• Use troubleshooting techniques and tools to identify the root cause of issues.
• Research client/customer complaints about service levels
• Serve as primary contact for customer service escalations on behalf of clients.
• Log issues and user feedback, and work closely with developers to reproduce issues, problem-solve, and verify fixes on Universe managed website.

Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional duties, responsibilities, projects, and team support as needed.