Product Support International provides support to Ticketmaster/Live Nation staff using Ticketmaster products and platforms throughout Europe and the emerging markets, with a strong emphasis on customer service. This includes a wide range of new products being developed both in the UK and the US.
The team consists of the Enterprise (Business to Business) team and the Marketplace (Business to Customer) team and Ticketmaster Sports team who support Products/Platforms that are used in those aligned areas.
The work carried about for this Intern role will cover all three teams to get a wide overview of the departments work that we support.
Ticketmaster, part of Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.
Product Support offers a clear career path with many of our employees moving onto Operations, Product Management and Project Management roles after gaining the necessary experience in Product Support.
WHAT YOU WILL BE DOING
The main responsibility (Under supervision) will be to work on Service Request tickets that come in from our International Markets.
Use ServiceCloud (Salesforce) to communicate and respond to Ticketmaster Markets Service Requests.
Assist in the preparation of on-sales (under Supervision) to include communication with markets and entering information into on-sales into Tracker.
Experience on-sales calls in markets to learn how Ticketmaster handles some of the biggest artists in the world.
Assist Product Support Analyst and Specialists in testing products in Stage Environments following releases or to check bug fixes provided by Dev\Engineering.
Work with the Product Support Analyst and Specialists to resolve Incidents (if suitably trained) in that product area.
Contribute to and administer (under supervision) the Knowledge Base that Product Support maintain which allows self-service across all Ticketmaster users
Provide a first-class, customer-focused service at all times.
WHAT YOU NEED TO KNOW
Interest in pursuing a career in a Service Desk or IT\Product Support
Interest in Music / Entertainment industry
Can-do attitude and a desire to learn new Products, Software and Processes.
Working knowledge of Windows Office Suite packages (Word, Excel and Outlook)
Fluent in spoken and written English
Travel to some of our international markets may be necessary, therefore the successful applicant is required to have a full passport
Excellent communication, inter-personal and customer care skills
Strong team player
Collaborative approach in working with others
Flexible approach to working hours
Confident telephone manner
Embody the team values
Shows commitment to shared goals and objectives and supports their achievement.