Product Solutions Specialist (Remote, Germany)

Job Summary:

PRODUCT SOLUTIONS SPECIALIST

Location: Germany, Central Europe

Comments: Typical 8-hour or country equivalent workday with afterhours support as needed.  Rare travel, domestic and international.

Division: Global Support & Operations

THE TEAM

The Implementation and Solutions team, which is part of the Global Support & Operations organization, is responsible for providing outstanding support for internal teams and the Ticketmaster 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 clients and Field Operations team while working through Salesforce in an SLA and metric driven environment.  This position should strive to maintain high client satisfaction scores while increasing efficiencies within the overall Global Support & Operations organization.  Primary products to support include but are not limited to Sports XRI.

WHAT YOU WILL BE DOING

• Expert level support focusing on external and internal escalated issues via Salesforce

• Subject matter expert in one of more of our products

• Participate in product meetings and work directly with developers on the most complex of issues helping find the root cause of an issue

• Create and update Knowledge Articles as needed.

• Take lead on special projects for a specific product(s) as needed

• Have in depth product knowledge used to advise internal teams on how to best use a product(s).

• Have knowledge of how our other products work that Product Solutions supports, so that you can still support them, especially focusing on those that interact with your core product(s).

• Log all work via Salesforce

• Potential to work some weekends/holidays—rotating basis.

• Goal of resolving the highest percentage possible, thus reducing the time of a product manager, QA or development spent doing support

• Ensuring full and accurate details of all interactions are recorded into a call management system whilst responding to incidents and requests within agreed SLA’s

• Coordinate networking queries/configurations on behalf of the client with escalation options to expert teams

• Updating website configuration and content

• User account creation and maintenance

• Assist with installation of PC’s, printers, and chip and pin devices and provide escalation options to expert teams

• Any other duties and projects as required by Management

WHAT YOU NEED TO KNOW

• Minimum of 2 years in software product support in a remote environment

• Prior Ticketmaster or ticketing experience required

• Ability to speak German and English required.

• Additional languages preferred.

• Advanced product knowledge and understanding of the developer’s language, such as SQL, HTML, XML or a programming language preferred

• Excellent communication skills

• Attention to detail and ability to analyse and solve problems

• Proficient on Microsoft Office

• Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload.

• Attention to detail and ability to analyse and solve problems

• Proficient on Microsoft Office

• Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload.

• Fluent in spoken and written English.  Multi-lingual is preferred.

YOU

• Excellent leadership traits that promote a highly functioning team environment based on trust, respect and cross-organization collaboration

• Strong aptitude to motivate, mentor, and lead company and client staff in a team driven environment

• Excellent interpersonal and communication skills – ability to influence

• Candidate must be detail oriented, organized, and able to work in an agile environment

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. 

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