Overview
Client Support Specialist, Tier 1 Jobs in Toronto, ON at Live Nation
Full job description
Job Summary:
JOB DESCRIPTION – CLIENT SERVICES, TIER 1
Location: Toronto, ON
Division: Universe
LineManager: Client Services Manager
ContractTerms: Permanent, Full-time (37.5 hours per week)
THE TEAM
Our client services team owns the client relationship from sign up to event production and acts as the voice of the client for our product team. As part of that, they also support the fan journey, fan queries and fan support on behalf of clients. They are empathetic, active, consultative strategists working to understand customer needs and ensure adoption, helping customers to exceed their goals. From onboarding to engagement to event strategy, our CSMs are driven by customer success, satisfaction, and adoption.
THE JOB
This position will support Universe, a division within Ticketmaster. We’re seeking an ambitious, bright, and self-driven individual to join our Client Services team.
This role will be responsible for working with some of our highest grossing clients, developing relationships, and helping them execute events flawlessly. You’ll be assisting clients from onboarding through to post-event wrap-up and everything in between, you will help them set-up the event in the optimal format, and ensure they are utilizing Universe features to their full capacity.
WHAT YOU WILL BE DOING
Operating as point of contact for enterprise and tier 1 clients, while ensuring clients are educated and equipped with the necessary knowledge/ information for all Universe products, features, etc. to ensure a positive experience
Advocate for the client by ensuring their needs are being met and clearly communicate roadblocks to the product and design teams
Log issues and user feedback, and work closely with developers to reproduce issues, problem-solve, and verify fixes
Assist with product testing of new features and platform upgrades/fixes
Identify process optimizations and improvements to customer success flows to improve the support experience
Assisting to shape the future of Universe by liaising with appropriate stakeholders as part of the Global Initiative Support rollout
Working closely with Sales team to assist in retaining existing client base
Working Monday to Friday, 9am – 530pm with flexibility to attend to urgent client matters outside of normal business hours
Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional duties, responsibilities, projects, and team support as needed.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
Minimum of 3 years’ experience in a customer facing role; customer success, customer service, sales, or similar
Strong understanding of technology and how to efficiently use it to best help our clients
Clear and concise verbal and written communication skills; including exceptional spelling and grammar
Excellent social and interpersonal skills; you’re friendly and outgoing, and enjoying connecting with new people
Proficient in Microsoft Office suite products
Experience using Zendesk, Stripe, Sift, Jira, Salesforce and Hyperwallet are a bonus
YOU (BEHAVIOURAL SKILLS)
Communication– Outstanding oral and written communication skills, with a focus on client interactions and presentations/demonstrations.
Winning Teamwork– Collaborating with others in a re…
Title: Client Support Specialist, Tier 1
Company: Live Nation
Location: Toronto, ON
Category:
