Awesome Job: Product Support Specialist
Great Location: IL, AZ, CA, NY
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.
Product Support team acts as a one stop shop centre for our resale business, brokers and all the product suite available to them. The team engages with the broker community to ensure their usage of our products are optimized. This team supports variety of marketplace products and APIs.
Product Support team provides support to a wide range of brokers interacting with Ticketmaster broker tools and products and solves for their issues. As a Product Support Specialist, you'll engage with brokers, providing support and analysis. You will be the subject matter expert on all broker products and Ticketmaster platforms. You will proactively help brokers avoid potential issues. Dive deep to understand the underlying issues to help a broker resolve problems. In this role, you will report to the Product Support Manager.
WHAT THIS ROLE WILL DO
• Be the broker facing voice of addressing their issues • Work with broker partners, product and engineering teams to drive issue resolution • Partner with brokers and provide them with best practices
• Perform deep dive analysis on issue root causes • Experience running and analysing SQL queries and Kibana queries • Actively seeking solutions to broker needs, communicating trends to Product Support Manager and suggesting innovative solutions on behalf of the product support • Contribute to accuracy of knowledge bases and onboarding process
• 2 years experience in Customer Service role related to technology • Experience with MS Excel, and basic data analysis • Coding knowledge
• Extremely driven and hardworking • Excited at the opportunity to solve any problem • Adaptable and calm under pressure • Ability to cooperate with team members across the organization
Rock Solid Reliability – Earn the trust of clients, co-workers and fans; Set clear expectations; Deliver high quality work on time and on task; Take the time to do things right
Winning Teamwork – Collaborate with others; Share information openly; Listen and take time to empathize and understand where others are coming from; Show recognition and appreciation for the contributions of others
Act with Integrity – Pride in the way we represent ourselves and the company to others; Act with good intentions; Have direct, honest conversations while creating a safe work environment for open dialogue; Represent information and data accurately and completely
Belonging – We are committed to building a culture in which all people can be their authentic selves, with an equal voice and opportunities to thrive
EQUAL EMPLOYMENT OPPORTUNITY
We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case by case basis.
Jobcode: Reference SBJ-gmx2v3-3-235-120-150-42 in your application.
Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.