Job Summary:

JOB DESCRIPTION – PRODUCT SUPPORT SPECIALIST

Location: Remote/Chicago, IL

Division: TM Resale

Line Manager: Product Support Supervisor or Manager

Contract Terms: 40 hours per week, full-time, Hourly

THE TEAM

The broker product support team is comprised of multiple departments that represent support for the resale business, supporting professional sellers and the product suite available to them, as well as internal teams configuring the resale ecosystem. The team engages with the broker community as the first point of contact to solve technical issues and ensure their usage of our products is optimized.

THE JOB

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 or Supervisor.

WHAT YOU WILL BE DOING

• Understanding and mastering the broker ecosystem within Ticketmaster Resale.
• Engages with the broker community as the first point of contact to solve technical issues and ensure their usage of our products is optimized.
• Work with broker partners, product, and engineering teams to drive issue resolution.
• Partner with brokers and provide them with best practices.
• Identify case trends and escalate concerns to leadership team.
• 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.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)

• • 2 years’ experience in Customer Service role related to technology
• • Experience with MS Excel, and basic data analysis

YOU (BEHAVIOURAL SKILLS/COMPETENCIES)

• Extremely driven and hardworking.
• Excited to help others and solve problems.
• Adaptable and calm under pressure.
• Ability to cooperate with team members across the organization.

• Completes tasks on time to a high-quality standard.
• Excellent communication and people skills.
• Strong time management and organizational skills.

COMPENSATION

• Starting at 54k
• Variety of benefit options available

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 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.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

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.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.