Client Support Representative – PT

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

📋 Description

• Provide assistance to the Universe and TicketWeb divisions at Ticketmaster.

• Offer services that facilitate clients’ everyday use of ticketing systems and products.

• Uphold agreed service levels and coordinate with product and engineering teams for prompt issue resolution.

• Educate clients and share best practices.

• Deliver operational support, including installations and upgrades.

• Manage incoming emails from clients and ticket buyers.

• Diagnose issues, present solutions, and suggest and implement process enhancements.

• Collaborate with clients through Zoom, email, and phone to create events, manage on/off sales, and generate reports.

• Address issues and requests from event hosts and fans.

• Achieve and surpass client service-level agreements.

• Enhance customer success workflows and support experiences.

• Provide guidance and assistance with reporting.

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

• Organize upgrades and hardware replacements at client locations.

• Work closely with Sales and Product teams to meet client requirements and communicate any obstacles.

• Offer after-hours office support.

• Support the Universe and TicketWeb web portals, including releases, onboarding, and ongoing maintenance.

• Troubleshoot issues using suitable techniques and tools to determine root causes.

• Investigate client/customer service-level complaints.

• Act as the main contact for customer service escalations on behalf of clients.

• Document issues and user feedback, collaborate with developers to replicate problems, resolve issues, and confirm fixes on managed websites.

⛳️ Requirements

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

• Minimum of 1 year of account management experience, including managing partnerships nationwide while addressing individual client needs.

• Strong comprehension of technology and effective technology utilization to assist clients.

• Proficient knowledge of Microsoft Office suite products.

• Familiarity with the ticketing or live event industry is a plus.

• Experience in a box office setting is an added advantage.

• Excellent verbal and written communication skills, including outstanding spelling and grammar.

• Strong social and interpersonal abilities.

• Capability to prioritize and strategize in a fast-paced, dynamic environment while managing client requests, technical challenges, and competing priorities/deadlines.

🏝️ Benefits

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

• Health care concierge service.

• 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 matching.

• Stock reimbursement program.

• New parent programs, including caregiver leave.

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

• Career and skills development programs through the School of Live.

• Tuition reimbursement.

• Student loan repayment assistance.

• Volunteer time off.

• Crowdfunding matching.