Client Support Representative, Part-Time

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Assist the Universe and TicketWeb sectors within Ticketmaster

• Provide services for clients' daily utilization of ticketing systems and products

• Uphold agreed service levels

• Liaise with product and engineering teams to ensure prompt resolution of issues

• Offer training, best practices, and overall operational support, including installations and upgrades

• Manage incoming emails from clients and ticket purchasers

• Identify and resolve issues, offer solutions, and implement process enhancements

• Organize and oversee client events, sales (on/off), and reports via Zoom, email, and phone

• Address issues and requests from event hosts and ticket buyers

• Achieve and surpass client service level agreements

• Enhance customer success and support workflows

• Guide and assist with reporting tasks

• Monitor client chargeback activities, identify fraudulent trends, and notify relevant teams

• Arrange for upgrades and hardware replacements at client locations

• Collaborate with Sales, Product, engineering, and development teams

• Provide support outside of regular office hours

• Assist with Universe and TicketWeb web portals, releases, onboarding, and maintenance

• Investigate root causes, research complaints, manage escalations, document issues and feedback, reproduce problems, and validate fixes

⛳️ Requirements

• At least 2 years of experience in a customer-facing position, such as customer success, customer service, sales, or a related field

• A minimum of 1 year in account management

• Strong grasp of technology and its effective use

• Proficient in Microsoft Office suite products

• Familiarity with the ticketing or live event industry is advantageous

• Experience in a box office setting is a plus

• Clear and effective verbal and written communication skills, including excellent spelling and grammar

• Outstanding social and interpersonal abilities

• Capability to prioritize and strategize in a dynamic, fast-paced environment while managing competing priorities and deadlines

🏝️ Benefits

• Medical, vision, dental, and mental health coverage for you and your family

• Health care concierge services

• Flexible Spending Account (FSA) or Health Savings Account (HSA)

• Complimentary concert tickets

• Generous paid time off, including holidays, sick leave, and personal days

• 401(k) plan with company match

• Stock reimbursement program

• New parent programs, including caregiver leave

• Support for fertility, adoption, foster care, or surrogacy

• Career and skill development opportunities with the School of Live

• Tuition reimbursement options

• Student loan repayment assistance

• Volunteer time off

• Crowdfunding match program