Product Solutions Specialist

Job Summary:

JOB DESCRIPTION:

Title: 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, which is 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 “Support the Client, Support the Account Teams, Support the Fan” and strives to provide excellent support while realizing improvements in efficiency, ever-changing technology, support needs and professional growth for the staff.

THE JOB

The Product Solutions Manager 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 incident/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
• Candidate must be 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. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. 

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about 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.

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. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

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