Client Support Specialist - Swedish speaking

Job Summary:

jOB DESCRIPTION – CLIENT SUPPORT SPECIALIST

Location:                            Göteborg

Division:                             Ticketmaster International

Line Manager:                   Client Support Manager

Contract Terms:               Permanent

THE TEAM

Global Client Support & Operations Organization has the mission to build a global support & operations centre of excellence where all processes, tools & best practices are applied to all regions across the globe to achieve the highest levels of employee, fan & client satisfaction.

International Client Support & Operations team, a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.), in markets that operate on the Microflex platform.

Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs.

We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients’ and local Markets’ needs and challenges day-to-day.

THE JOB

In this role as a Client Support Specialist, you part of the Client Support Team in the Swedish Market. You will be responsible for delivering services to support clients’ day-to-day operational needs related to their use of ticketing systems and associated. In our organization you will be the owner of all operational things related to the clients’ event portfolio through the entire live cycle of the clients’ events.

You will operate in between multiple departments, acting as a pier between all our departments, and make sure the client has a unified experience throughout the contract period.

You will become the clients’ primary support contact at Ticketmaster, and you will work closely with clients to continuously improve service levels, sales performance and increase client satisfaction. The Client Support Specialist will be responsible for maintaining agreed upon service levels. Responsibilities will also include training, sharing of best practices, and general operational support.

To be successful at the role you will need to build both process and product knowledge to be able to provide consultancy that supports the client’s business needs and help define solutions that will fulfil the clients’ operational needs. You will need to lead these processes and coordinate between departments to deliver value to the client.

WHAT YOU WILL BE DOING

CLIENT SERVICE

• Provide front line support to a portfolio of our existing strategic clients.
• Proactively call and meet (physical and zoom) clients regularly to ensure they have what they need
• Provide operational knowledge and know how in meetings with strategic prospect clients.
• Own the onboarding process for all incoming.
• Process, reply and act on client complaints.
• Be a strategic partner to the clients in your portfolio.
• Be able to keep track of the operational implications in the client deal.
• Monitor how event sales are performing.
• Coordinate hardware and system upgrades.
• Follow up, coordinate, and drive all client requests internally.

TICKETMASTER SYSTEMS SUPPORT

• Act as the Product Specialist towards the clients in your portfolio.
• Provide support and best practices to the client for all TM products.
• Communicate product updates, new features, and functionality.
• Own training of new features and functionality.
• Act as the expert in all facets of Access Control products and operations.
• Basic knowledge of event programming process and procedures as it relates to sales channels, consumer experience, and quality of event submissions through our various Event Management modes (Full-Service, Assisted Service or Self-Service).
• Working knowledge and support of the ticketing platform that will serve the client’s operations (Microflex, Universe, Sport XR, other).

PROBLEM RESOLUTION

• Log and report on all support cases related to client portfolio.
• Troubleshoot software and hardware issues.
• Work with internal stakeholders in the corporation to expedite problem resolution.
• Resolve issues with Fan Support for events with problems and/or special circumstances.