Product Support Specialist

Job Description

THE TEAM

Product Support team acts as a one-stop-shop 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.

THE ROLE

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 Supervisor.

RESPONSIBILITIES
• 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.
• Actively seeking solutions to broker needs, communicating trends to Product Support Supervisor, and suggesting innovative solutions on behalf of the product support.
• Contribute to accuracy of knowledge bases and onboarding process.

REQUIREMENTS
• Experience in Customer Service role related to technology
• Exposure and familiarity with SQL and/or Kibana
• 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
• Being fully vaccinated against COVID-19 and/or providing proof of a negative COVID test at least every 48 hours will be required for this position to work in an office or venue.

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 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-gwy17y-3-149-214-32-42 in your application.