Job Summary:
JOB DESCRIPTION – Client Solutions Specialist
Location: Melbourne, Australia
Division: Ticketmaster Australasia
Line Manager: Client Solutions Manager
Contract Terms: Permanent, 38 hours per week
THE TEAM
The Client Solutions team, which is part of the Global Support & Operations organisation, is responsible for providing outstanding support for internal teams and the Ticketmaster client base.
The team mission “Support the Client, Support the Account Teams, Support the Fan” and strives to provide excellent support while realising improvements in efficiency, ever-changing technology, support needs and professional growth for the staff.
THE JOB
The Client Solutions Specialist is responsible for delivering exceptional product and client support across Ticketmaster’s Archtics platform and integrated tools. In this role, you will partner with clients to configure, maintain, and optimise their systems, while providing hands-on guidance, training, and event day support.
By combining technical knowledge with excellent communication skills, you will drive client satisfaction, contribute to product improvements, and help maximize the value of Ticketmaster’s solutions.
WHAT YOU WILL BE DOING
The Client Solutions Specialist assists in the maintenance and support of Ticketmaster’s current and introduced products which includes working to:
Manage client builds and changes using the Archtics and Account Manager product.
Manage and support client Account Manager membership site configuration.
Configure member upgrade and entry entitlements.
Manage and prioritise client support requests.
Communicate and demonstrate product updates, new features and functionality.
Provide training of new features and functionality (including supplemental tailored documentation where appropriate) to clients and internal Ticketmaster staff.
Understand, prioritise, and effectively communicate software issues for escalation.
Provide event day support to clients and internal Ticketmaster staff.
Facilitate improved product usage through suggested business process improvements and advanced training.
Facilitate product advancement through communication of client suggestions of increased product functionality.
Assist the Client Solutions Support Team with maintenance, installations, and conversions of existing and new clients.
To adhere to quality management, safety and environment company policies
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
The Client Solutions Specialist maintains and supports Ticketmaster’s current and introduced products. This includes working to:
Prioritise, manage and complete support requests.
Help the team deliver client builds and configuration changes within the Archtics and Account Manager platforms.
Support and manage client configurations of Account Manager membership sites.
Assist with member upgrades and entry entitlement configuration.
Assist with training on new features and functionality for clients and internal staff, including the creation of tailored documentation as needed.
Identify, prioritise, and escalate queries or requests effectively to the appropriate teams.
Provide event day support to clients and internal Ticketmaster staff.
Help to drive improved product usage through business process recommendations and training.
Contribute to product development by relaying client feedback and suggestions for enhanced functionality.
Support the Client Solutions team with system maintenance, software installations, and client conversions.
Create and maintain both internal and client-facing documentation.
Assist with client settlement processes as required.
Help the team identify opportunities to enhance internal workflows and contribute to continuous improvement initiatives.
The role supports a range of Ticketmaster products, including (but not limited to) the Archtics CRM and ticketing platform, Account Manager, TM1 Engagement, TM1 Entry, TM1 Reports, and Membership Entitlements. The successful candidate will be expected to maintain current knowledge of both internal system developments and broader industry advancements in ticketing and CRM technologies.
YOU (BEHAVIOURAL SKILLS)
Well-developed interpersonal and communication skills in addition to written skills for documentation and communication with clients.
Proficiency with Microsoft Office products.
Proven ability to handle more than one task at once and prioritise tasks.
Demonstrate flexibility in any given task.
Demonstrated ability to plan based on management of own time and management of others.
Ability to work flexible hours.
Good presentation skills.
Box office and/or seasonal ticketing, membership and subscription experience preferred but not required.
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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#LI-Onsite
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Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.
