Fan Support Specialist

Job Description

Fan Support Specialist EMEA (Remote, Netherlands)

JOB DESCRIPTION – Fan Support Specialist EMEA
Location: EU / WFH

Division: Fan Support

Contract Terms: Permanent

THE TEAM

Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce, and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.

At Ticketmaster Fans come first. We care passionately about our fan's interaction with our service channels and as the world's leading ticketing company, we are committed to setting the standard for a great fan experience.

Currently we are looking for reinforcement in the area of customer service. If you are a communication talent, keep a cool head when others have long since lost it you are the right person for us!

THE JOB

As a Support Specialist at Ticketmaster, you will be the key link between our local markets, the broader Microflex team and our partner Concentrix. Your primary responsibility will be to provide operational support, streamline processes, and facilitate seamless communication between these entities to ensure optimal performance and customer satisfaction. You will use your considerable experience and expertise to oversee several key areas, have operational responsibility for these areas and report results and issues directly to the Director Fan Support – EMEA Markets. You work closely with other disciplines like Training & Quality, Planning and Field operations.

WHAT YOU WILL BE DOING
• Provide operational guidance and work with Fan Support team leads and teams in the assigned region. Act as the primary point of contact for these departments in the local markets and regions, supporting them to deliver world-class service to Fans.
• Collaborate with the training and quality assurance team to document Microflex procedures, policies, and training materials, ensuring alignment between markets.
• Standardize and optimize training processes across markets to enhance productivity and achieve CSat goals efficiently.
• Collaborate with all operational teams across EMEA region to deliver best possible support to Fan Support teams during on sales, major incidents and project launches.
• Act as the primary point of contact for the Concentrix team, addressing their queries related to Microflex market procedures and policies to maximize productivity, Customer Satisfaction (CSat), and First Call Resolution (FCR).
• Report and analyze Concentrix operational quality and challenges, actively participating in weekly calls with Concentrix and Ticketmaster Fan Experience teams.
• Identify and resolve challenges or blockers hindering markets from meeting their 24-hour Service Level Agreement (SLA) target.
• Explore opportunities to expand the services Concentrix can offer to Microflex markets, enabling them to consistently meet their 24-hour SLA target.
• Seek opportunities to expand Concentrix services beyond the Microflex area, benefiting other markets with agile overflow solutions.
• Partner with the Insight and Journey team to identify pain points and challenges across all EMEA markets, continuously working towards improving policies and procedures.
• Champion a Fan First culture, supporting the embedding of this into the DNA of our business. Improving the Fan Support across the wider business, offering Insight from customer feedback to drive innovation, with the aim of reducing fan contacts.
• Report to Global Fan Support teams, feeding back in a timely manner any required data, information or challenges faced within your region.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• At least three years of experience working in customer service with a record of excellent performance.
• Proven ability to tackle complex topics and address time-critical issues in high-pressure situations.
• Strong in written and verbal communications combined with strong English skills.
• Working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Advanced knowledge of Ticketmaster related applications (e.g., Microflex, Zendesk, Sprout Social, Five9) preferred.
• Experience in ticketing, live events, promoting, e-business, media or entertainment industries preferred.
• Innovative and flexible approach - thrive to find solutions outside the box.
• Working with a sense of urgency to deliver results.
• Team player, able to engage and motivate people.

YOU (BEHAVIOURAL SKILLS)
• Exceptional ownership, initiative, and attention to detail, as well as problem solving and multi-tasking skills.
• Excellent time management and organisational skills.
• Ability to communicate clearly and precisely in written or verbal form.
• Self-starter, highly motivated and able to motivate others.
• Ability to work in a challenging environment.
• Strong ability to prioritise, organise and multi-task.
• Is open to coaching and feedback, but also able to provide coaching and feedback to others.
• Ability to work on own initiative, and also as part of a team.
• Ability to communicate clearly and precisely.
• Ability to work under pressure to meet deadlines.
• Ability to analyse and solve problems.
• High proficiency in English (spoken and written).
• Promotes a positive and friendly culture.
• Strategic, enthusiastic and positive
• Passionate about delivering service excellence.

TICKETMASTER VALUES

Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right

Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of others

Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely

CULTURE

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 selling tickets (though we do that better than anyone else), we're enriching lives one amazing experience at a time. And we think that's pretty amazing. If you're passionate about the magic of 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.

We have a 'Fan First' mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First. #LI-JCK #LI-Remote

Jobcode: Reference SBJ-d2mmby-3-135-198-7-42 in your application.