Client Support Specialist // Spécialiste au soutien client

Ticketmaster
Montréal, QC
30+ days ago
Ticketmaster
Ticketmaster
ticketmaster.com

Job Description

Job Summary:

CLIENT SUPPORT SPECIALIST

Location: Montreal, QC

Division: Ticketmaster Canada

Line Manager: Client Support Manager, Operations – Eastern Canada

Contract Terms: Permanent, 37.5 hours per week

THE TEAM

We’re fans who help fans everywhere access 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 you on our team.

THE JOB

This Client Support Specialist role will be delivering services to support the client’s day-to-day needs related to the use of ticketing systems and products. This role will be responsible for maintaining agreed upon service levels and are required to follow-up as needed with national teams to ensure we’re providing timely problem resolution to our wide range of clients. Further responsibilities include training, sharing of best practices, and general operational support including installs and upgrades.

WHAT THIS ROLE WILL DO

Customer Service

  • Develop and maintain excellent client relationships, while meeting and exceeding client service level agreements.
  • Coordinating upgrades and hardware replacements on/off site
  • Advise and educate clients within procedural guidelines to ensure a solution is provided for any technical or service questions/concerns
  • Maintain customer contacts to enable accurate tracking and reporting
  • Provide onsite event support and afterhours office support, as necessary

Ticketmaster ONE, Host System & Access Control Support

  • Keep up-to-date working knowledge of Ticketmaster ONE web portal
  • Remain current with new software/product releases for HOST, TM1 Entry, Archtics, Account Manager, and for all other technology products
  • Create/modify reports, including Autypes, Repgens, Mopreps, and other advanced reporting
  • Assist with client onboarding and ongoing maintenance
  • Act as an expert in all facets of access control products
  • Basic Knowledge of Event Programming, as it relates to sales channels and consumer experience.
  • Identify and assist in resolving event related errors

Product Support

  • Communicate TM product updates, new features and functionality to clients
  • Provide support and best practices to the client for all TM products
  • Assist with new manifest creation
  • Initial and ongoing training of new features and functionality
  • Use troubleshooting techniques and tools to identify the root cause of issues
  • Providing coordination services of a networking issues between client and in-house IT teams

Our job descriptions evolve with our business need and priorities. In addition to the description above, your role may include additional projects and team support as needed.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

  • Post-Secondary diploma in Business and/or related field
  • Minimum of 2 years’ experience working in an office environment, preferably in customer/client support roles
  • Bilingual in English and French is required
  • Experience with the Ticketmaster system and/or various ticketing systems is a bonus!
  • Box Office experience is considered an asset
  • Must be detail-oriented with the ability to multi-task and juggle competing priorities
  • Strong verbal and written communication skills
  • Proficiency in Word, PowerPoint, and Excel
  • A passion for live events and strong desire to assist our clients in creating the ultimate fan experience
  • Knowledge of Presence, AccessManager, Repgen, Archtics, and the Event Base product suite is a bonus!
  • Certain degree of creativity, latitude, and problem solving is required

YOU (BEHAVIOURAL SKILLS)

  • Business Acumen – You understand and can apply general business concepts, using external networks to understand market situations and industry.
  • Problem Solving and Innovation – Gathering appropriate perspective and insights and seeking win-win solutions by remaining open to alternative approaches and being proactive in generating new ideas. Ability to maintain a balanced perspective and see all sides of an issue and manage problems in a timely and effective manner. A free and independent thinker, open to new ideas and concepts.
  • Organizational Skills – Manages competing priorities of several teams/departments/locations. Tasks and project management orientation (with the ability to hold others accountable).
  • Winning Teamwork – Collaborating with others in a respectful manner and openly sharing information amongst the team to assist in achieving Ticketmaster goals and objectives. Taking the time to empathize and understand where others are coming from, along with showing recognition and appreciation for the contribution of others.

TICKETMASTER 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 standard 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 OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

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.

-

SPÉCIALISTE AU SOUTIEN CLIENT (CSS)

Emplacement : Montreal, QC

Division : Ticketmaster Canada

Cadre hiérarchique : Gestionnaire, soutien client, Opérations – Est du Canada

Modalités : Permanent, 37,5 heures par semaine

L’ÉQUIPE

Nous sommes des fans qui aidons des fans du monde entier à assister aux événements qui les passionnent. Filiale par excellence de Live Nation Entertainment, Ticketmaster, qui a révolutionné la façon dont les gens établissent des liens avec leurs artistes, leurs équipes et leurs spectacles préférés, continue d’innover jour après jour. Nous ne nous contentons pas de vendre des billets (bien que nous le fassions mieux que quiconque!); nous enrichissons des vies, une expérience inoubliable à la fois. Un véritable exploit. Le nôtre. Si le divertissement en direct vous passionne autant que nous, et que vous souhaitez travailler pour une entreprise qui fait tout en son possible pour aider des millions de fans à vivre leur rêve, nous voulons faire votre connaissance.

L’EMPLOI

Dans le cadre du rôle de Spécialiste au soutien client, vous assurez quotidiennement le service client en lien avec l’utilisation des produits et services de billetterie offerts par notre compagnie. Le CSS est chargé de maintenir un standard de service de haut niveau. Il est assisté au besoin par les équipes nationales afin de résoudre les défis et difficultés de nos clients dans des délais assez réduits. Les responsabilités du poste incluent également la formation, le partage des meilleures pratiques et un soutien opérationnel général, incluant également les installations et le suivi des mises à jour.

VOTRE RÔLE

Service client

  • Développer et entretenir d’excellentes relations avec les clients; atteindre et excéder les attentes en matière de service client
  • Coordonner et assurer les mises à niveau et le remplacement du matériel chez les clients
  • Former et éduquer les clients afin de garantir une solution complète à leurs attentes (en matière de produits et de services)
  • Entretenir un contact régulier afin de s’assurer de l’exactitude des rapports
  • Fournir un soutien technique chez les clients à l’occasion de leurs événements, ainsi qu’après les heures de fermeture de notre bureau d’assistance technique

Ticketmaster ONE, système Host et soutien au contrôle d’accès

  • Maintenir à jour les connaissances du portail web Ticketmaster ONE
  • Se tenir à jour avec les nouvelles versions des logiciels et des produits Host, TM1 Entry, Archtics, Account Manager et pour tous les autres produits technologiques
  • Créer/mettre à jour les rapports, y compris les rapports Autypes, Repgens, Mopreps et autres rapports avancés
  • Aider à l’intégration des clients et à la maintenance continue
  • Agir en tant qu’expert dans toutes les facettes des produits de contrôle d’accès
  • Connaissance de base de la programmation d’événements, en ce qui concerne les canaux de vente et l’expérience du consommateur
  • Identifier et aider à résoudre les problèmes liés aux événements

Soutien aux produits

  • Communiquer les mises à jour et les nouvelles fonctionnalités des produits aux clients
  • Fournir un soutien et les meilleures pratiques de tous les produits TM aux clients
  • Aider dans la création de nouveaux manifestes
  • Assurer les formations initiales et continues des nouvelles fonctionnalités
  • Utiliser les techniques de dépannage et les outils pour identifier la cause principale des problèmes
  • Fournir des services de coordination d’un problème de mise en réseau entre le client et les équipes informatiques internes

Nos descriptions d’emploi évoluent avec nos besoins et nos priorités d’affaires. En plus de la description ci-dessus, votre rôle peut inclure des projets supplémentaires et un soutien d’équipe si nécessaire.

CONNAISSANCES (ou COMPÉTENCES/APTITUDES TECHNIQUES)

  • Diplôme d’études postsecondaires en affaires et/ou dans un domaine connexe
  • Minimum de 2 ans d’expérience de travail dans un environnement de bureau, de préférence dans des rôles de soutien client/consommateur
  • Bilingue en anglais et en français est requis
  • Expérience avec le système Ticketmaster et/ou divers systèmes de billetterie un atout!
  • Expérience en billetterie un atout
  • Doit être minutieux avec la capacité d’effectuer plusieurs tâches et de jongler avec des priorités concurrentes
  • Solides compétences en communication verbale et écrite
  • Maîtrise de Word, PowerPoint et Excel
  • Une passion pour les spectacles vivants et un fort désir d’aider nos clients à créer l’expérience ultime pour les fans
  • Connaissance de Presence, AccessManager, Repgen, Archtics et la suite des produits Event Base un atout!
  • Certain degré de créativité, de latitude et de résolution de problème requis

VOUS-MÊME (CAPACITÉS/APTITUDES COMPORTEMENTALES)

  • Sens des affaires –Vous comprenez et pouvez appliquer les concepts d’entreprise généraux, en utilisant des réseaux externes pour comprendre les situations du marché et de l’industrie.
  • Résolution de problèmes et innovation – Recueillir des idées appropriées et rechercher des solutions gagnant-gagnant en restant ouvert aux approches alternatives et en étant proactif dans la réception de nouvelles idées. Capacité à maintenir une perspective équilibrée et à voir tous les aspects d’un problème et à gérer les problèmes de manière opportune et efficace. Un penseur libre et indépendant, ouvert aux nouvelles idées et concepts.
  • Compétences organisationnelles – Gère les priorités concurrentes de plusieurs équipes/départements/emplacements. Orientation vers les tâches et la gestion de projet (avec la capacité de tenir les autres responsables).
  • Travail d’équipe – Collaborer avec les autres de manière respectueuse et partager ouvertement des informations au sein de l’équipe pour aider à atteindre les buts et objectifs de Ticketmaster. Prendre le temps de faire preuve d’empathie et de comprendre les points de vue des autres, tout en montrant de la reconnaissance et de l’appréciation pour la contribution des autres.

VALEURS DE TICKETMASTER

Fiabilité –Nous comprenons que les fans et les clients comptent sur nous pour propulser leurs expériences de spectacles vivants, et nous comptons les uns sur les autres pour y arriver.


Travail d’équipe –
Nous croyons que la réussite individuelle ne fait pas le poids comparativement au niveau de réussite qui peut être atteint par une équipe.

Intégrité –Nous nous engageons à respecter les normes morales et éthiques les plus élevées au nom des innombrables partenaires et parties prenantes que nous représentons.


Appartenance -
Nous nous engageons à construire une culture dans laquelle tout le monde peut être lui-même, pouvoir nous exprimer au même titre des autres et des opportunités de s’épanouir.

ÉGALITÉS DES CHANCES POUR L’EMPLOI

Nous sommes des gens passionnés et engagés envers nos employés et allons au-delà de la rhétorique de la diversité et de l’inclusion. Vous travaillerez dans un environnement inclusif et serez encouragé à être vous-même au travail. Nous ferons tout ce qui est en notre pouvoir pour vous aider à concilier avec succès votre travail et votre vie privée. En tant qu’entreprise en pleine croissance, nous vous encouragerons à développer vos aspirations professionnelles et personnelles, à vivre de nouvelles expériences et à apprendre des personnes talentueuses avec lesquelles vous travaillerez. C’est le talent qui compte pour nous et nous encourageons les candidatures de personnes sans distinction de sexe, de race, d’orientation sexuelle, de religion, d’âge, de handicap ou de responsabilités familiales.

CULTURE

Nous sommes des fans qui aidons des fans du monde entier à assister aux événements qui les passionnent. Filiale par excellence de Live Nation Entertainment, Ticketmaster, qui a révolutionné la façon dont les gens établissent des liens avec leurs artistes, leurs équipes et leurs spectacles préférés, continue d’innover jour après jour. Nous ne nous contentons pas de vendre des billets (bien que nous le fassions mieux que quiconque!); nous enrichissons des vies, une expérience inoubliable à la fois. Un véritable exploit. Le nôtre. Si le divertissement en direct vous passionne autant que nous, et que vous souhaitez travailler pour une entreprise qui fait tout en son possible pour aider des millions de fans à vivre leur rêve, nous voulons faire votre connaissance.

Les fans sont notre priorité. Les clients sont au cœur de tout ce que nous faisons. Que vous travailliez dans les coulisses ou que vous interagissiez directement avec les fans, vous ferez partie d’une culture qui soutient et enrichit l’expérience des fans. Votre travail, notre passion… offrir des expériences de première classe à tous les fans.

Source

https://ca.indeed.com/jobs

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