Systems Engineering 1 - Engineering - Systems

Job Description

Department: Contact Centre Support - International

Location: Manchester

Reports to: Sr. Manager Systems Engineering – Contact Center

Working hours: Full time

Role Description

The Systems Engineer Jr. role sits within the Contact Centre Systems Engineering team based in Manchester. The Contact Centre Systems Engineering team work across a large variety of tools, technology, markets and business units to support telephony and customer service operations across the international business.

Reporting to the Sr Manager – Systems Engineering, the post holder will be an initial point of contact for internal customers, working to investigate and resolve issues, undertake general administration tasks and engage in product development across our call centre technology platforms. The post holder will also contribute to the wider Fan Experience strategy, supporting the delivery of this flagship policy across our International contact centres and fan support teams.

Ticketmaster UK Ltd, part of 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.

Responsibilities
• Troubleshoot issues on the contact centre technology platforms as the first point of contact.
• Respond to outages within a defined window of time during normal operational hours.
• Administration, support and development of contact centre technology platforms and applications as required.
• Updating of issues and projects in support ticket tracking system.
• Documentation of processes and any system development undertaken.
• Participation in wider departmental project work as required.
• Use of reports and other data to create clear and concise presentations, displaying actionable research findings.
• Work with the business to understand requirements and offer advice to meet these requirements.
• Attending regular team meetings to give feedback on weekly progress or issues.
• Any other duties as required by management.

Requirements

Skills / Knowledge / Experience

Essential
• Passion for the customer and constantly curious.
• A general understanding of contact centre operations.
• Ability to perform support for mission critical systems.
• Experience in a role requiring excellent attention to detail.
• Experience of working to tight deadlines and changing pressures.
• Ability to prioritise issues.
• Demonstrated ability to learn moderately complex software systems.
• Excellent telephone manner.
• Ability to communicate clearly and precisely in written or verbal form.
• Maintains working relationships to promote positive and friendly culture.
• A working knowledge of the Microsoft Office suite, especially Excel and Powerpoint.

Desired
• Working knowledge of contact centre ticketing platforms e.g. Zendesk.
• Working knowledge of contact centre telephony/VOIP platforms e.g. Vocalcom, Five9, TalkTalk.
• Experience or knowledge of customer survey and feedback tools e.g. Trustpilot, Qualtrics.
• Experience or knowledge of centralised reporting platforms (e.g. DOMO, Tableau).

Behaviours
• Ability to work under pressure to meet targets and deadlines.
• Excellent time management and organisational skills and the ability to react to changes requiring reprioritisation of workload.
• Meticulous attention to detail and ability to analyse and solve problems.
• Demonstrates an understanding of the customer and customer experience concepts.
• Enjoys working at pace in a fast moving and constantly changing environment.
• Good attention to detail and takes responsibility for the accuracy of their work.
• Ability to connect ideas and do things differently.
• Productive team member, collaborating with all teams and at all levels of the organization.

NOTE: To work from a Ticketmaster office, full COVID-19 vaccination will be required subject to any legally valid exemptions.

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

Jobcode: Reference SBJ-re1e97-3-15-147-215-42 in your application.