Fan Platform Support Specialist

Job Summary:

Fan Platform Support Specialist

Location: Texas, Arizona, Arkansas, Florida, Iowa, Maine, (Remote)

Contract: Fulltime Permanent with potential for after hours support and up to 10% travel

WHO WE ARE
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 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 to hear from you.

THE TEAM
Marketplace Support is positioned at the intersection of Product, Technology, and the Fan.  Our team’s purpose is to provide the best possible fan experience by aligning the efforts made by Marketplace and Enterprise teams to the needs of our Artist and Venue clients that deliver a premium fan experience.

THE ROLE
As part of the Fan Platform Support team, you will support Ticketmaster internal teams as they escalate issues and requests regarding the experience across our many fan-facing products.  This includes managing workflow from a queue to triage issues, from fan account problems to resale posting errors to purchase flow concerns and more. Also supporting emerging products (TMConnect, AIMS, etc.) as Ticketmaster continues to evolve.  We have established Fan Platform support as the escalation contact for all teams with respect to site questions and issues as it pertains to the Marketplace experience (from Discovery to Ticket Rendering). 

WHAT YOU WILL BE DOING
This position involves reviewing escalations and then following procedural guidelines to resolve them using tools or escalating to the appropriate product team, including follow-up to ensure resolution. The tools knowledge set for the position includes Host and Host applications, Internal Tools, EventPro, EMT, and TM1 suite products.

Advanced Fan Support

• Evaluate and process order sync issues with a variety of scenarios interfacing with customer service and other various system teams.
• Facilitating resolution for Resale and Account issues using a variety of tools and queries
• Advocate for updates to internal tools and enhancements to the fan experience

Platform Support

• Research error messages generated from errors on TM.com and determine the best course of action to take based on Knowledge Articles, slack direction, or database queries
• Routing and assessing all other reported issues with TM.com, event behavior, account errors, or other problems encountered on the site, and providing additional documentation and follow-up to drive resolution to reported problems.
• Participate in incident resolution to provide details on escalations during this critical time
• Assist in defining new tools and enhancements within the multi-channel tool set.

General

• Meet and exceed service level agreements
• Goal to resolve the highest percentage of JIRA tickets that require no development intervention, thus reducing the time of a Product Manager, QA, or development spent investigating and/or reproducing
• Create and update knowledge base and documentation, as needed

• From time to time, will be responsible for other duties as assigned by Manager

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

• 1-3 years experience with the Ticketmaster System, or related field experience
• Service oriented, with strong organizational and communication skills
• Proven problem-solving skills
• Able to successfully handle multiple priorities
• Understanding of APIs, GraphQL, and/or programming language such as SQL, HTML, XML, are preferred
• Knowledge of how TM departments impact on one another and experience with proprietary Ticketmaster Host system language is a plus
• Excellent social and interpersonal skills; you’re friendly and outgoing, and enjoy connecting with new people

YOU (BEHAVIOURAL SKILLS/COMPETENCIES) 

• Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right
• Solution Driven – I creatively find solutions to problems clients are experiencing by collaborating with management and interdepartmentally with experts that can find alternative and effective solutions to any limitations.
• Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathize and understand where others are coming from; I show recognition and appreciation for the contributions of others
• Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely

BENEFITS & PERKS

Through our ‘Taking Care of Our Own’ program, we provide benefits across six key pillars:

• HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
• YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
• WEALTH: 401(k) program with company match, stock reimbursement program
• FAMILY: New parent programs including caregiver leave and baby bonuses, plus fertility, adoption, foster, or surrogacy support
• CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
• OTHERS: Volunteer time off, crowdfunding match

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our mission at Ticketmaster is to connect people around the world to the live events they love. Ticketmaster is the world’s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries.

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 - Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.
• Teamwork – While we celebrate individual achievements, we know have more success as 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 aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. 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.

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, intersectionality, 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.