Client Support Specialist- Phoenix, AZ
Live Nation Entertainment - Scottsdale, AZ

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Job Description:
Who are we?
Live Nation Entertainment (NYSE-LYV) was formed by the
merger of Live Nation and Ticketmaster Entertainment. We
are the largest live entertainment company in the world,
consisting of five businesses: concert promotion and
venue operations, sponsorship, ticketing solutions,
e-commerce and artist management. We seek to innovate
and enhance the live entertainment experience for
artists and fans: before, during and after the show. In
2009, Live Nation sold 140 million tickets, promoted
21,000 concerts, partnered with 850 sponsors and
averaged 25 million unique monthly users of its
e-commerce sites.
Who are you?
Passionate and motivated. Driven, with an
entrepreneurial spirit. Resourceful, innovative, forward
thinking and committed. At Live Nation Entertainment,
our people embrace these qualities, so if this sounds
like you then please read on!
This position delivers services to support the client’s
day-to-day needs related to the use of ticketing systems
and products. The CSS will be responsible for
maintaining agreed upon service levels. They will
follow-up as needed with national teams to ensure we are
providing timely problem resolution. Responsibilities
will also include training, ticket printing, and general
operational support including installs and upgrades.

Responsibilities:
Client Service
  • Develop and maintain excellent client relationships
  • Meet and exceed client service level agreements
  • Advise and assist with reporting
  • Coordinate upgrades and hardware replacements at
client sites
  • Advise/educate clients within procedural guidelines
to ensure a complete solution to their technical or
service questions
  • Maintain customer contacts to enable accurate
tracking and reporting
  • Process in-house ticket requests
  • Provide onsite event support and rotating after
hours office support
Host System & AccessManager Support
  • Remain current with new software/product releases
  • Process audits, will call, prebox and comps ticket
pulls
  • Deliver ticket stock and ticket stock management
  • Create/modify reports, including Autypes, Repgens,
Mopreps, VR’s
  • Support season ticketing
  • AccessManager/eEntry support customization (rules,
exceptions, etc.)
  • Review delete lists with clients
  • Assist with client ccauth setup, and ongoing
maintenance
  • Setup scanners, gates, addresses, rules, exceptions,
load events, archive
Product Support (not all CSS’s)
  • Communicate product updates, new features, and
functionality to client base
  • Reposition objects and text on existing ticket or
invoice template (painter)
  • Provide support and best practices to the client for
all TM products including archiving data, loading
events, setting rules, adding hardware, and
communication to other TM servers
  • Assist with new manifest creation
  • Establish any special client MOP types
  • Install Archtics on workstations and ticket printers
  • Initial and ongoing training of new features and
functionality
  • Perform DB backups
Problem Resolution
  • Use troubleshooting techniques and tools to identify
the root cause of issues
  • Research client/customer complaints about service
levels
  • Work with National/Central support groups to
expedite problem resolution
  • Troubleshoot software and hardware issues –
Archtics/Host/AM/eEntry
  • Coordinate networking issues between client and TM
IT
  • Balance Audits/Settlement issues
  • Resolve issues with Customer Service for events with
problems and/or special circumstances
  • Restart database server, credit card server, and
DIGIT server

Job Requirements:
  • 2-5 years experience with the Ticketmaster System
  • Archtics experience is preferred
  • Knowledge of AccessManager, Archtics, PCI,
REPGEN, and the season event creation process is
preferred
  • Strong Microsoft Word and Excel skills
  • Service oriented, with strong organizational and
communication skills
  • Able to successfully handle multiple priorities.
  • Certain degree of creativity, latitude, and problem
solving is required
  • H.S. diploma or equivalent. BA/BS degree is
preferred
If the above description sounds like you and fits your
background, apply online at
http://www.livenation.com/careers/index.html to join the
Live Nation Entertainment team today!
Applicants for employment in the U.S. must possess work
authorization which does not require sponsorship by the
employer for a visa.
EQUAL EMPLOYMENT OPPORTUNITY
Live Nation Entertainment strongly supports equal
employment opportunity for all applicants regardless of
race, color, religion, sex, gender identity, pregnancy,
national origin, ancestry, citizenship, age, marital
status, physical disability, mental disability, medical
condition, sexual orientation, genetic information, or
any other characteristic protected by state or federal
law.
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.
Live Nation Entertainment recruitment policies are
designed to place the most highly qualified persons
available in a timely and efficient manner. Live Nation
Entertainment may pursue all avenues available,
including promotion from within, employee referrals,
outside advertising, employment agencies, Internet
recruiting, job fairs, college recruiting and search
firms.
Req. Code : 4530
Division/Department : Ticketmaster

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