Address
Form of workJob Summary:
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.
WHAT YOU WILL BE DOING
This position involves reviewing escalations, and then following procedural guidelines resolve using tools or escalate 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.
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
Evaluate and process order sync issues with a variety of scenarios interfacing with customer service and other various system teams.
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
Create and update knowledge base and documentation, as needed
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.
Facilitating resolution for Resale and Account issues.
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
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
EQUAL OPPORTUNITIES
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.
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 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.
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.
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The expected compensation for this position in California is:
$64,480.00 USDThe expected compensation for this position in Colorado is:
$50,000.00 USDThe expected compensation for this position in Washington is:
$65,478.40 USD** Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the California Salary Transparency in Job Advertisements Law, t he Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules, and the Washington Equal Pay and Opportunities Act. It is estimated based upon what a successful California or Colorado applicant or an individual working in this position in the state of Washington would be paid. It assumes that the candidate will be in California, Colorado, or Washington or perform the position from California, Colorado, or Washington. Similar positions located outside of California, Colorado, or Washington will not necessarily receive the same compensation. Live Nation takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the California, the CO EPEWA , and Washington Laws, a potential new employee’s salary history will not be used in compensation decisions.
