Event Support Specialist - German Speaking

Job Summary:

JOB DESCRIPTION – EVENT SUPPORT SPECIALIST (Ticketing) - German speaking (2 year Maternity Cover)

Location: Berlin

Division: Ticketmaster International

Line Manager: Event Support Manager

Contract Terms: Permanent (2year Maternity Cover)

THE TEAM

The Global Client Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction.

The International Client Support & Operations team 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 continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction.

THE JOB

In this role as an Event Support Specialist (Ticketing), you will support Ticketmaster clients in all their event management needs. This includes building events in Microflex, making updates to events based on work requests from clients and supporting clients that self-program events using Ticketmaster’s product suite.

This position involves collecting, reviewing, and inputting accurate data into Ticketmaster ticketing systems following procedural best practices and established standards, then verifying the output.

WHAT YOU WILL BE DOING

• Program events with accuracy and according to best practices and standard operating procedures defined.
• Accurately input event data into Ticketmaster Ticketing Systems and identify and resolve event related errors.
• QA event configurations as required to confirm these meet quality levels.
• Meet and exceed Event Management service level agreements.
• Inform accurately in Salesforce event management information throughout the different Event Life-cycle stages.
• Work with clients, promoters, and internal departments such as marketing, finance, fan experience, fulfillment and client support, when creating events and distributing information regarding those events.
• Support clients on the usage of Ticketmaster's products related to Event Management processes.
• Configure events to allow other satellite products to operate.
• Bridge seatmap requests to the Hub and quality review these as delivered.
• Work closely with the Client Support Specialist (CSS) to understand how to better serve the client.
• Facilitate event configuration information as needed to answer customer questions or claims.
• Build and cultivate excellent client and interdepartmental relationships.
• From time to time, will be responsible for other duties as assigned.
• Receive continuous training on new product and features.

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

• This job requires a high level of computer affinity with excellent and fast data entry skills and knowledge of the Microsoft product suite.
• Ability to successfully handle multiple priorities and still be able to prioritize new incoming tasks.
• Service oriented, working with accuracy, structure, and organization, delivering consistent quality service.
• Ability to communicate effectively with clients (German and English skills needed).
• Attention to detail and rigorous following of standard operational procedures.
• Creativity, latitude, problem solving, and a proactive mindset are required.
• Previous Event Management or Box Office experience is a plus.
• Overall awareness of the entertainment and sports business is important.
• Must have the ability to accommodate a flexible schedule including some weekends, evenings, and holidays.
• Excellent written and oral communication skills, good organizational skills, and attention to detail.

YOU (BEHAVIOURAL REQUIREMENTS)

• Team player offering proactive support to colleagues.
• Eye to identify areas of improvement for service excellence.
• Highly curious in learning how TM Operations Products work.
• Carefully weighs the impact of a broad range of related issues or factors.
• Asks appropriate questions to ensure understanding.
• Responds with flexibility and resilience when faced with multiple demands.
• Organizes time effectively.
• Ability to process a lot of information from different sources simultaneously.
• Demonstrates ethical behaviours.
• Builds and fosters strong trust-based relationships with clients and internal partners.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences.

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.

Belonging - We are committed to building a culture in which all people can be their authentic selves.

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 favourite artists, teams, and shows. If you’re passionate about live entertainment and want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

EQUAL EMPLOYMENT OPPORTUNITY

We are 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 home life.