Product Solutions Specialist

Job Summary:

 

Location: Manchester - Flexible within the UK

Division: Global Support & Operations

Line Manager: Senior Manager, Product Solutions

Contract Terms: Permanent, Full-Time

 

 

THE TEAM

 

The Implementation and Solutions team, which is part of the Global Support & Operations organization, is responsible for providing outstanding support for internal teams and the Ticketmaster client base.  The team mission is “Support the Client, Support the Account Teams, Support the Fan” and strives to provide excellent support while realizing improvements in efficiency, ever-changing technology, support needs and professional growth for the staff.

 

 

THE JOB

 

The Product Solutions Specialist will provide expert support for clients and the Field Operations team while working through Salesforce in an SLA and metric-driven environment.  This position should strive to maintain high client satisfaction scores while increasing efficiencies within the overall Global Support & Operations organization.  Primary products to support include but are not limited to Sports XRI and tm1 Products.

 

 

WHAT YOU WILL BE DOING

• Expert-level support focusing on external and internal escalated issues via Salesforce
• Subject matter expert in one of more of our products
• Participate in product meetings and work directly with developers on the most complex of issues helping find the root cause of an issue
• Create and update Knowledge Articles as needed.
• Take lead on special projects for a specific product(s) as needed
• Have in-depth product knowledge used to advise internal teams on how to best use a product(s).
• Have knowledge of how our other products work that Product Solutions supports, so that you can still support them, especially focusing on those that interact with your core product(s).
• Log all work via Salesforce
• Potential to work some weekends/holidays—a rotating basis.
• The goal of resolving the highest percentage possible, thus reducing the time a product manager, QA or development spent doing support
• Ensuring full and accurate details of all interactions are recorded into a call management system whilst responding to incidents and requests within agreed SLAs
• Coordinate networking queries/configurations on behalf of the client with escalation options to expert teams
• Updating website configuration and content
• User account creation and maintenance
• Any other duties and projects as required by Management

 

 

WHAT YOU NEED TO KNOW

• Minimum of 2 years in software product support in a remote environment
• Prior Ticketmaster or ticketing experience required
• Advanced product knowledge and understanding of the developer’s language, such as SQL, HTML, XML or a programming language preferred
• Excellent communication skills
• Attention to detail and ability to analyse and solve problems
• Proficient in Microsoft Office
• Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload.
• Attention to detail and ability to analyse and solve problems
• Proficient on Microsoft Office
• Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload.
• Fluent in spoken and written English.  Multi-lingual is preferred.

 

 

YOU (BEHAVIOURAL SKILLS)

• Excellent leadership traits that promote a highly functioning team environment based on trust, respect and cross-organization collaboration
• Strong aptitude to motivate, mentor, and lead company and client staff in a team driven environment
• Excellent interpersonal and communication skills – ability to influence
• Candidate must be detail oriented, organized, and able to work in an agile environment

 

 

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.