Event Support Specialist in Berlin bei Live Nation

Job Summary:

JOB DESCRIPTION – EVENT SUPPORT SPECIALIST

Location: Berlin

Division: Ticketmaster International

Line Manager: Head of Client Ticketing GSA

Contract Terms: Permanent

THE TEAM

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.

International Client Support & Operations team, a vertical of this organization, 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 are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs.

We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients’ and local Markets’ needs and challenges day-to-day.

THE JOB

In this role as an Event Support Specialist, part of the Event Support Team in the Central Europe Region, you will support Ticketmaster clients in all their event management needs. This includes building events, 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. The tool knowledge set for the position includes Microflex and Microflex applications but is open to incorporate other ticketing platforms that will form part of the development of Ticketmaster’s product suite.

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, and client support, when creating events and distributing information regarding those events
• Support clients on the usage of TM1 products that are related to Event Management processes: nxMenu 3.03 TM1 Events, TM1 Reports, etc.
• Configure events to allow other satellite products to operate, like TM1 Access, TM1 Flex, TM1 Amplify, etc.
• Bridge ISM requests to ISM Hub and quality review these as delivered.
• For those clients with a Client Support Specialist (CSS) assigned, work closely with the CSS to understand how to better serve the client.
• Actively work with Fan Experience teams to facilitate event configuration information as needed to answer any customer questions or claims
• Build and cultivate excellent client and interdepartmental relationships.
• From time to time, will be responsible for other duties as assigned by, but not limited to, Senior Event Specialist and the Event Support Manager
• Receive continuous training on new product and features and how they need to be operated

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

• Service oriented, working with accuracy, structure, and organisation, delivering consistent quality service.
• Ability to communicate effectively with clients from the local market and markets within the region (no need to speak multiple languages – English is a plus)
• Able to successfully handle multiple priorities
• Rigorous following standard operational procedures and attention to detail
• Certain degree of creativity, latitude, and problem solving is required
• Previous Event Management or Box Office experience a plus
• Overall awareness of the entertainment and sports business is important
• Knowledge of how TM departments impact on one another, and on outside clients is a plus
• Must have the ability to accommodate a flexible schedule including some weekends, evenings, and ho