Client Support Specialist, Live Nation
Entertainment events promoter and producer
Be an early applicant
Entertainment events promoter and producer
1001+ employees
Be an early applicant
1001+ employees
Company mission
Live Nation's mission is to help live music fans more easily and quickly find concert tickets and information about their favourite artists and venues.
Role
Who you are
- Minimum of 2 years’ experience working in an office environment, preferably in customer/client support roles
- 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
- 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
What the job involves
- 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
- 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
Our take
Live Nation is the world's leading live entertainment company, sitting at the top of the market in live events and ticketing. Formed in 2009, it is a major international company, with key business segments made up of concerts, ticketing, and sponsorship and advertising.
Despite its dominant position in the market, the company saw an 84% drop in revenue during 2020 and the closure of live events. Since then, however, demand has been stronger than ever for their ticket sales. This is a reflection that live events remain a clear priority for consumers and has been further reflected in Live Nation's acquisitions of companies - like Goodlive - that complement and bolster Live Nation's portfolio.
In addition to live events, a key area to watch for Live Nation will be the rise of online concert streaming, like that undertaken by competitors such as Driift. Major festivals such as Glastonbury have trialled online concerts with mixed reviews. If it proves successful, this could be a major new section of the entertainment market and a big potential part of Live Nation's future ventures.
Freddie
Company Specialist
Insights
Company
Company benefits
- Unlimited paid time off policy
- Work from home opportunities
Company values
- Live for artists - Artists are the heart of what we do and we have deep reverence and respect for their creativity. We believe live music is vital to art and culture which is why in 2019, we paid artists more than $6 billion, making Live Nation by far the largest financial supporter of musicians. Beyond global touring deals and festival performances, our Artist Nation group offers services such as management, business marketing and consulting to artists across all genres
- Live for decentralisation - We don’t believe in bureaucracy and we don’t mandate synergy. We keep our corporate teams small, because we trust that our decentralized divisions know how to make the best decisions for their businesses in real time
- Live for ideas - Part of working in a creative industry is imagining what could be and exploring the possibilities. We encourage everyone at Live Nation to dream big and email our CEO with ideas to move our business forward
- Live for entrepreneurship - Employees who thrive here are self-starters who are experts at what they do. While we give a tremendous amount of independence to our employees, we are also precise and exacting about performance. There is no hiding behind process here. You are evaluated on your results and concrete contributions to our business
- Live for focus - We have a long “To Do” list but an even longer “Not To Do” list. As the demand for live events continues to grow across the globe, we have to stay focused on our core mission of connecting artists with their fans for those magical hours of live music
- Live for talent - We believe talent comes from any place or background. This is not a place for elitists. We hire people for who they are – hard workers who deliver results and are passionate about what they do
Company HQ
Barbican, London, UK
Articles
Leadership
Michael Rapino
(President and CEO, not founder)They worked for 10 years in various marketing and entertainment capacities at Labatt’s Breweries of Canada. They held several roles at Clear Channel Communications, including President and CEO of Global Music. They were named CEO and President of Live Nation in 2005.
People progressing
Joined as a Financial Accounting Manager in 2017, promoted to Director and then VP of Financial Accounting.
Joined as Executive VP Marketing in 2012, promoted to Senior VP & Head of Marketing after 2 years.
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