Fan Platform Support Specialist

Job Summary:

Fan Platform Support Specialist

Location: Work From Home – UK/Ireland

Contract: Fulltime Permanent

WHO WE ARE
We’re fans who help fans everywhere get into the live events they love.  A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of 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.

THE TEAM
Marketplace Support is positioned at the intersection of Product, Technology, and the Fan.  Our team’s purpose is to provide the best possible fan experience by aligning the efforts made by Marketplace and Enterprise teams to the needs of our Artist and Venue clients that deliver a premium fan experience.

THE ROLE
As part of the Fan Platform Support team, you will support Ticketmaster internal teams as they escalate issues and requests regarding the experience across our many fan-facing products.  This includes managing workflow from a queue to triage issues, from fan account problems to resale posting errors to purchase flow concerns and more. Also supporting emerging products (TMConnect, AIMS, etc.) as Ticketmaster continues to evolve.  We have established Fan Platform support as the escalation contact for all teams with respect to site questions and issues as it pertains to the Marketplace experience (from Discovery to Ticket Rendering). 

WHAT YOU WILL BE DOING
This position involves reviewing escalations and then following procedural guidelines to resolve them using tools or escalating to the appropriate product team, including follow-up to ensure resolution. The tools knowledge set for the position includes Host and Host applications, Internal Tools, EventPro, EMT, and TM1 suite products.

Advanced Fan Support

• Evaluate and process order sync issues with a variety of scenarios interfacing with customer service and other various system teams.
• Facilitating resolution for Resale and Account issues using a variety of tools and queries
• Advocate for updates to internal tools and enhancements to the fan experience

Platform Support

• Research error messages generated from errors on TM.com and determine the best course of action to take based on Knowledge Articles, slack direction, or database queries
• Routing and assessing all other reported issues with TM.com, event behavior, account errors, or other problems encountered on the site, and providing additional documentation and follow-up to drive resolution to reported problems.
• Participate in incident resolution to provide details on escalations during this critical time
• Assist in defining new tools and enhancements within the multi-channel tool set.

General

• Meet and exceed service level agreements
• Goal to resolve the highest percentage of JIRA tickets that require no development intervention, thus reducing the time of a Product Manager, QA, or development spent investigating and/or reproducing
• Create and update knowledge base and documentation, as needed

• From time to time, will be responsible for other duties as assigned by Manager

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)

• 1-3 years experience with the Ticketmaster System, or related field experience
• Service oriented, with strong organizational and communication skills
• Proven problem-solving skills
• Able to successfully handle multiple priorities
• Understanding of APIs, GraphQL, and/or programming language such as SQL, HTML, XML, are preferred
• Knowledge of how TM departments impact on one another and experience with proprietary Ticketmaster Host system language is a plus
• Excellent social and interpersonal skills; you’re friendly and outgoing, and enjoy connecting with new people

YOU (BEHAVIOURAL SKILLS/COMPETENCIES) 

• Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right
• Solution Driven – I creatively find solutions to problems clients are experiencing by collaborating with management and interdepartmentally with experts that can find alternative and effective solutions to any limitations.
• Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathize and understand where others are coming from; I show recognition and appreciation for the contributions of