Client Support Manager, Technology

Job Description

Job Description – Client Support Manager, Technology

Location: Western Canada

Division: Ti cketmaster North America

Line Manager: Area Manager - Canada West

Contract Terms: Full time, 37.5 hours per week

THE TEAM

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 a ticketing and technology platform, we're the dedicated team members who build lasting relationships with our millions of fans one amazing experience at a time. If you're passionate about the magic of live entertainment like we are, we want to hear from you.

This is a technical Client Support Manager role that will focus on leading Ticketmaster's technology support operations from a Western Canada standpoint, ensuring the highest level of client satisfaction and support. This role will work closely with the Area Leadership team to ensure efficiencies are achieved between local area and account teams. Additionally, the Client Support Manager would be responsible for providing support as needed and evaluating Ticketmaster's products performance from a technical and operational standpoint.

THE JOB

This individual must be highly motivated with strong communication and leadership skills, expected to represent the Client Support organization with confidence. The role is responsible for fostering a team-oriented environment with the teams and staff they interact with, while having a focus on productivity, efficiency, and product knowledge support and growth.

WHAT YOU WILL BE DOING
• Installation of POS hardware
• Repair of ticket printers
• Installation of software, firmware to ensure devices are up to date
• Coordinate and execute the technical support activities in the respective market area(s) ensuring successful outcomes for Ticketmaster's clients
• Advise and assist with technical infrastructure requirements includes wired and wireless networks
• Coordinate resources with other stakeholder teams to complete tasks, projects, and key objectives
• Maintain an understanding of all TM and LN products usage and functionality
• Ensuring prompt resolution of issues through efficient troubleshooting, thorough product knowledge, and proper escalation and communication
• Follow established procedures for product installation and support
• Track and report on client-based work progress through Salesforce, providing case status updates to both management and clients in a timely manner, along with incident tracking, maintain contacts, and ensuring inventory standards are met
• Provide mentoring/ training (initial and ongoing) to Technical Support staff
• Assist with scheduling of area staff resources for onsite and remote coverage
• Act as an advisor to Support teams by coaching them on client conversations and resolution of problems
• Working closely with other teams/departments to ensure projects and tasks are on track
• Establish operational objectives and work plans and delegate assignments to team
• Providing recommendations related to strategy enhancements to increase team productivity
• Remain current with new Ticketmaster products and technologies

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• 3-5 years of IT/IS or related experience
• AAS Degree or equivalent technical certificate and/or experience in a field service/technological industry position; a strong background in data communications, computers, and networking, as well an electro-mechanical aptitude
• Must be available for rotating evenings and weekend on-call availability
• Proficient in current Windows operating systems and Office suite of applications and Salesforce
• COVID-19 vaccination will be required for this position, subject to legally entitled accommodations. 

YOU (BEHAVIOURAL SKILLS)
• Proven leadership, mentoring and management experience with the ability to motivate, train and develop staff as required
• Excellent interpersonal and communication skills
• Strategic analytical skills to thoroughly understand users and other support teams needs
• Ability to process feedback from teams in order to simplify and/or improve process
• Proven ability to manage priorities in an ever-changing environment
• Detail-oriented and organized
• Flexibility related to traveling to client sites as required
• Access to a vehicle, given on-call and onsite support is required from time to time

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

Ticketmaster Canada will provide reasonable accommodations for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and need an accommodation due to a disability, please email accessibilitycanada@ticketmaster.ca . Please note this inbox is limited to accommodation requests. Resumes submitted to this inbox will not be considered.

Jobcode: Reference SBJ-rbo81o-13-58-39-23-42 in your application.