Job Information
House of Blues Client Support Specialist - Swedish speaking in Gothenburg, Sweden
Job Summary:
JOB DESCRIPTION – CLIENT SUPPORT SPECIALIST
Location: Stockholm or Göteborg
Division: Ticketmaster International
Line Manager: Client Support Manager
Contract Terms: Permanent
THE TEAM
Global Client Support & Operations Organization has the mission to build a global support & operations centre of excellence where all processes, tools & best practices are applied to all regions across the globe to achieve the highest levels of employee, fan & client satisfaction.
International Client Support & Operations team, 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 a Client Support Specialist, you part of the Client Support Team in the Swedish Market. You will be responsible for delivering services to support clients’ day-to-day operational needs related to their use of ticketing systems and associated. In our organization you will be the owner of all operational things related to the clients’ event portfolio through the entire live cycle of the clients’ events.
You will operate in between multiple departments, acting as a pier between all our departments, and make sure the client has a unified experience throughout the contract period.
You will become the clients’ primary support contact at Ticketmaster, and you will work closely with clients to continuously improve service levels, sales performance and increase client satisfaction. The Client Support Specialist will be responsible for maintaining agreed upon service levels. Responsibilities will also include training, sharing of best practices, and general operational support.
To be successful at the role you will need to build both process and product knowledge to be able to provide consultancy that supports the client’s business needs and help define solutions that will fulfil the clients’ operational needs. You will need to lead these processes and coordinate between departments to deliver value to the client.
WHAT YOU WILL BE DOING
CLIENT SERVICE
Provide front line support to a portfolio of our existing strategic clients.
Proactively call and meet (physical and zoom) clients regularly to ensure they have what they need
Provide operational knowledge and know how in meetings with strategic prospect clients.
Own the onboarding process for all incoming.
Process, reply and act on client complaints.
Be a strategic partner to the clients in your portfolio.
Be able to keep track of the operational implications in the client deal.
Monitor how event sales are performing.
Coordinate hardware and system upgrades.
Follow up, coordinate, and drive all client requests internally.
TICKETMASTER SYSTEMS SUPPORT
Act as the Product Specialist towards the clients in your portfolio.
Provide support and best practices to the client for all TM products.
Communicate product updates, new features, and functionality.
Own training of new features and functionality.
Act as the expert in all facets of Access Control products and operations.
Basic knowledge of event programming process and procedures as it relates to sales channels, consumer experience, and quality of event submissions through our various Event Management modes (Full-Service, Assisted Service or Self-Service).
Working knowledge and support of the ticketing platform that will serve the client’s operations (Microflex, Universe, Sport XR, other).
PROBLEM RESOLUTION
Log and report on all support cases related to client portfolio.
Troubleshoot software and hardware issues.
Work with internal stakeholders in the corporation to expedite problem resolution.
Resolve issues with Fan Support for events with problems and/or special circumstances.
WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)
Sales and service oriented, with strong organizational and communication skills. Experience from Key Account or contract management is preferred.
Overall awareness of the entertainment and sports business.
Direct experience with TM systems and products is preferred.
Previous Event Support and Box Office experience is a plus.
Strong Microsoft Word, PowerPoint, and Excel skills
Creativity, latitude, and problem solving is required.
Strong written and oral English proficiency.
H.S. diploma or equivalent. BA/BS degree is preferred.
YOU (BEHAVIOURAL REQUIREMENTS)
The following attributes determine how the role will be carried out and are required to be a success:
Ability to understand and develop client business needs.
Ability to build professional bonds with clients.
Proactive approach to anticipate client needs and potential issues.
Excellent communication skills and ability to lead client meetings that could involve other specialists.
Ability to identify new opportunities to enhance the commercial agreement.
Team player
Eye for improvements and operational excellence.
Ability to quickly gain an overview of a situation and the consequences involved.
Be able to work with shifting priorities.
Strong networking skills and ability to build professional bonds with clients.
LIFE AT TICKETMASTERWe 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 ValuesReliability - 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 teamIntegrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we representBelonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thriveEQUAL OPPORTUNITIESWe 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.
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About Us
Recognized three years in a row by Great Place to Work® and named one of People Magazine’s top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.
We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones’ music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.
There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.