Product Solutions Specialist

Job Description

PRODUCT SOLUTIONS SPECIALIST

Location: Any City/Province, North America

Comments: Typical 8-hour workday with afterhours support as needed. Rare travel, domestic and international.

Division: Global Support & Operations

Line Manager: Senior Manager, Product Solutions

Contract Terms: Hourly, 40 hours per week plus after-hours support as needed

THE TEAM

The Implementation and Solutions team, which is part of the Global Support & Operations organization, is responsible for providing outstanding support for internal teams and the Ticketmaster client base. The team mission ''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 Specialist will provide expert support for clients and Field Operations team while working through Salesforce in a SLA and metric driven environment. This position should strive to maintain high client satisfaction scores while increasing efficiencies within the overall Global Support & Operations organization. Primary products to support include but are not limited to the TM1 Product Suite.

WHAT YOU WILL BE DOING
• Expert level support focusing on external and internal escalated issues via Salesforce
• Subject matter expert in one of more of our products
• Participate in product meetings and work directly with developers on the most complex of issues helping find the root cause of an issue
• Create and update Knowledge Articles as needed.
• Take lead on special projects for a specific product(s) as needed
• Have in depth product knowledge used to advise internal teams on how to best use a product(s).
• Have knowledge of how our other products work that Product Solutions supports, so that you can still support them, especially focusing on those that interact with your core product(s).
• Log all work via Salesforce
• Potential to work some weekends/holidays-rotating basis.
• Goal of resolving the highest percentage possible, thus reducing the time of a product manager, QA or development spent doing support

WHAT YOU NEED TO KNOW
• Minimum of 2 years in software product support in a remote environment
• Prior Ticketmaster or ticketing experience required
• Advanced product knowledge and understanding of the developer's language, such as SQL, HTML, XML or a programming language
• Excellent communication skills
• Attention to detail and ability to analyse and solve problems
• Proficient on Microsoft Office
• Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload.

YOU
• 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

NOTE: COVID-19 vaccination will be required for this position subject to legally valid exemptions.

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 favourite 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.

Jobcode: Reference SBJ-r7ep5p-3-144-172-115-42 in your application.