Job Summary:

JOB DESCRIPTION – EVENT SUPPORT SPECIALIST (Ticketing) - German speaking

Location: Berlin

Division: Ticketmaster International

Line Manager: Event Support Manager

Contract Terms: Permanent

THE TEAM

Global Client Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction.

The International Client Support & Operations team is a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.), in markets that operate on the Microflex platform.

Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs.

We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients’ and local Markets’ needs and challenges day-to-day.

THE JOB

In this role as an Event Support Specialist (Ticketing), part of the Event Support Team in the Central Europe Region, you will support Ticketmaster clients in all their event management needs. This includes building events in Microflex, making updates to events based on work requests from clients and supporting clients that self-program events using Ticketmaster’s product suite.

This position involves collecting, reviewing, and inputting accurate data into Ticketmaster ticketing systems following procedural best practices and established standards, then verifying the output. The tool knowledge set for the position includes Microflex and Microflex applications but is open to incorporate other ticketing platforms that will form part of the development of Ticketmaster’s product suite.

WHAT YOU WILL BE DOING

• Program events with accuracy and according to best practices and standard operating procedures defined.
• Accurately input event data into Ticketmaster Ticketing Systems and identify and resolve event related errors.
• QA event configurations as required to confirm these meet quality levels.
• Meet and exceed Event Management service level agreements.
• Inform accurately in Salesforce event management information throughout the different Event Life-cycle stages.
• Work with clients, promoters, and internal departments such as marketing, finance, fan experience, fulfillment and client support, when creating events and distributing information regarding those events
• Support clients on the usage of Ticketmasters own products that are related to Event Management processes: nxMenu 3.03, TM1 Events, TM1 Reports, etc.
• Configure events to allow other satellite products to operate, like TM1 Access, TM1 Flex, TM1 Amplify, etc.
• Bridge seatmap requests to the Hub and quality review these as delivered.
• For those clients with a Client Support Specialist (CSS) assigned, work closely with the CSS to understand how to better serve the client.
• Actively work with Fan Experience teams to facilitate event configuration information as needed to answer any customer questions or claims
• Build and cultivate excellent client and interdepartmental relationships.
• From time to time, will be responsible for other duties as assigned by, but not limited to, Senior Event Specialist and the Event Support Manager
• Receive continuous training on new product and features and how they need to be operated

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

• This job requires a high level of computer affinity with excellent and fast data entry skills and knowledge of the Microsoft product suite
• Ability to successfully handle multiple priorities and the same time and still be able to prioritize new incoming tasks and reschedule existing assignments.
• Service oriented, working with accuracy, structure, and organisation, delivering consistent quality service.
• Ability to communicate effectively with clients from the local market and markets within the region (German and English skills needed).
• Rigorous following standard operational procedures and attention to detail.
• Certain degree of creativity, latitude, problem solving and a proactive mindset is required.
• Previous Event Management or Box Office experience a plus.
• Overall awareness of the entertainment and sports business is important.
• Knowledge of how TM departments impact on one another, and on outside clients is a plus.
• Must have the ability to accommodate a flexible schedule including some weekends, evenings, and holidays.
• Excellent written and oral communication skills, good organizational skills, and attention to detail

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes determine how the role will be carried out and are required to be a success:

• Team player offering proactive support to colleagues.
• Eye to identify areas of improvement to thrive for service excellence.
• Highly curious in learning how TM Operations Products work
• Carefully weighs the impact of a broad range of related issues or factors.
• Asks appropriate questions to ensure understanding.
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
• Organises time effectively.
• Have the ability to process a lot of information from different sources at the same time and to be able to filter the necessary information.
• Demonstrates ethical behaviours.
• Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organisation. A skilful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic.

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

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 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.

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. #LI-JCK #LI-Hybrid