Product Solutions Specialist
Location: UK-Remote
Contract Terms: Permanent, 40 hours per week (out of hours on call required, 1 in 4 Saturdays)
THE TEAM
The Product Solutions team, 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 is to support the client, support the account teams, and support the fan while striving for excellent support and professional growth.
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 Salesforce
* Develop and maintain excellent relationships ensuring regular client contact
* Providing support and training to the team, clients, and any other members of Ticketmaster Sport
* Adhere to company policy and procedure whilst contributing to a continuous improvement culture within the team
* Troubleshoot systematically software faults for bug reporting
* Taking ownership and seeing through to completion complex incidents/requests
* Subject matter expert in one or more products
* Create and update Knowledge Articles as needed
* Take lead on special projects for a specific product(s) as needed
* Bespoke data extracts for reporting and CRM purposes
* Bespoke database updates using SQL
* Some travel to client sites and other offices
* Any other duties and projects as required by Management
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
* Proven years of experience in software product support
* Prior Ticketmaster or similar ticketing experience is required
* Advanced product knowledge and an understanding of SQL would be beneficial
* Excellent communication skills
* Attention to detail and ability to analyze and solve problems
* Proficiency in Microsoft Office
* Excellent time management and organizational skills and the ability to react to changes requiring reprioritization of workload
* Fluent in spoken and written English
YOU (BEHAVIOURAL SKILLS)
* 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
* 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.
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.
#J-18808-Ljbffr