Client Support Specialist

Job Summary:

Location: Milan, Italy, flexible with travel (event’s venues)

Division: Ticketmaster Italia

Line Manager: Operation Manager

Contract Terms: Full time 40 hours per week, must be available to work extra hours during the evening, on weekends, and public holidays as required; overtime is also required on an adhoc basis. Working and salary level compared to professional background

THE TEAM

Operation Department include Client Services and Customer Support: we’re the team that actually manage the activities that make possible to sell and buy tickets.

You will be part of a fast-growing team who works very closely together with a great level of collaboration aiming to solve problems and offer help and assistance for both our Clients and Customers. You will join a very busy team that also likes to take a moment to celebrate their successes.

THE JOB

The Client Services Team take care of our client’s requests and needs on a daily basis, and include different activities as event programming, allocation management, training, support both on call and during events, reporting.

The commitment of our Client Support Agents is to quickly respond to our client’s requests, ready to reprioritise the tasks when needed. We’re looking to expert, proactive and mindful new Agents to enforce our team.

WHAT YOU WILL BE DOING

• Deliver services to support our client’s day-to-day needs related to the use of ticketing systems and products. Ensuring brand loyalty whilst promoting an informative and supportive point of contact for all clients, account managers and system implementation teams
• Prepare, create, check and maintain all types of events and inventory ensuring all work is programmed accurately
• Take responsibility for and follow-up as needed with clients, Ticketmaster teams, and other stakeholders to ensure timely resolutions whilst providing a first-class, client focused service
• Liaise effectively with internal departments and clients to make sure events are set up correctly to meet the client’s needs in a timely manner
• Production of training materials and documentation for use by clients and internal teams. Compile reports regarding training activity and results
• Basic data extractions for clients
• Access control checks and management onsite
• Basic troubleshooting of software and hardware issues; coordinate networking queries on behalf of the client
• Remain up-to-date with new software/product releases
• Additional Event Programming or Client Services duties as required
• To undertake any other duties as requested by management in order to meet business demands and develop your skills

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Experience of the Ticketing Industry is required; previous Event Programming experience desirable
• Detailed knowledge of at least one or more Italian ticketing systems and Italian ticketing laws is preferred
• Computer literate with a strong working knowledge at least of MS Office, including Excel, Word, and Outlook
• A fast and accurate data entry speed and an excellent eye for detail
• Exceptional problem-solving ability
• Fluent in Italian and good English language skills, both verbally and written

YOU (BEHAVIOURAL SKILLS)

• Rock solid reliability for fans, clients and co-workers
• Good aptitude for teamwork, with the ability to take feedback on board in a constructive manner
• Act with integrity, with the ability to adapt to the demands and requirements of the business
• Excellent time management and organisational skills, with a high level of attention to detail
• A high level of self-motivation is required as is the ability to work as part of a close team while liaising with other departments
• Professional attitude and ability to work in a time pressured environment whilst maintaining an impeccable service; ability to adapt and reprioritise
• Excellent communication (written and verbal), inter-personal and proactive approach to client service delivery
• Confident in dealing with clients face to face
• A pro-active nature to include a flexible approach to hours of work and location of duties

LIFE AT TICKETMASTER

We 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 values:

Reliability – 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 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 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.

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