Ticketmaster Toronto, ON, Canada
Jun 19, 2018Full time
Venue Support Specialist - Elgin Toronto, ON Job Summary: Who we are. We’re fans who help fans everywhere get in to 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 it 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 technology based service company dedicated to helping millions of fans experience it, we want to hear from you. Why you should work with us. Our biggest investment is in our people! At Ticketmaster you can expect the fast-paced excitement of a startup with the rock-solid support from an industry leader – with plenty of perks on the side. The role: Reporting to the Client Service Manager, the role of the Venue Support Specialist (VSS), is to provide Venue clients with comprehensive event management and ticketing services. This position acts as the ticketing administrator for a venue or group of venues overseeing all aspects of the event ticketing operation on behalf of the venue. The VSS must be able to confidently interact with Client teams such as Management, Finance, Marketing, Front of House and IT. This role is supported by and works closely with other internal Ticketmaster teams including Client Development Directors and other field and remote support groups. A day as a VSS might include some of the following… Client Service Develop and maintain excellent client relationships Meet and exceed client service level agreements Advise and assist with reporting for the venue and its Promoter clients Assist in identifying and communicating venue requirements to ensure a complete solution to their technical and service questions Provide support and best practices to the client for all Ticketmaster products Assist with ensuring the venue and promoters are maximizing use of Ticketmaster Products and Services Communicate with artist management, tour accountants, and other stakeholders and bring in other internal teams for resource as needed. Event Management and Ticketing Service Remain current with new software/product releases Provide initial venue specific information to Promoters such as venue specs and requirements, scaling and financials. Coordinate and communicate Venue, Promoter and Ticketmaster requirements for event set up on the Ticketmaster ticketing platform. Submit events to Ticketmaster internal teams for programming via internal tools Manage initial and ongoing inventory requirements, special offers and programs on behalf of venue and promoter. Monitor events going on sale including presales and new offers Assist with new manifest creation Provide onsite event support where needed and ensure all aspects of ticketing service are operational. Coordinate special ticketing financial requests between Ticketmaster, Promoter and Venue. Depending on venue; may be responsible for day to day Box Office Sales and Support Night of show settlement and reporting as required Using Ticketmaster host or online products to create/modify reports as requested Assist with venue access control including reporting and administration as needed Problem Resolution – Engage TM resources to: Use troubleshooting techniques and tools to identify the root cause of issues Research client/customer complaints about service levels Work with National/Central support groups to expedite problem resolution Balance Audits/Settlement issues Resolve issues with Customer Service for events with problems and/or special circumstances Some duties may vary depending on the venue’s agreement with Ticketmaster with respect to ticketing services. Job Requirements: 1-3 years ticketing/box office experience Must be available for flexible working hours which could include weekends, evenings and holidays as dictated by the event calendar. Must be able to self-regulate hours and days of work to mitigate overtime Must be detail-oriented, work well under pressure and have the ability to meet stringent deadlines while balancing multiple high priority tasks. Strong computer skills especially Microsoft Word and Excel Service oriented, with strong organizational and communication skills Able to work well under minimal supervision and take initiative Reliable, adaptable to change and team-oriented. A passion for live events and desire to learn about the entertainment industry! P.S. Applicants for employment in Canada must possess work authorization that does not require sponsorship by the employer for a visa. Equal Employment Opportunity Ticketmaster strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law. 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. Accommodations are available on request for candidates taking park in all aspects of the recruitment and selection process. If accommodation is needed in the application process, please contact us and we will work with you to meet your accessibility needs. 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.