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Job Summary:

JOB TITLE: Fan Support Agent

Division: Fan Support

Line Manager: Bea Canga (Fun Support Director)

Contract Terms: Temporary contract (6 months with possibility to extend)

THE TEAM

The fan support team handles inquiries related to account management, ticket purchasing, delivery, transfers, exchanges, upgrades, resale, refunds, and event or venue information. They act as the primary point of contact for fans, addressing their needs and resolving issues related to the ticketing process.

THE JOB

+ Providing information: Giving fans accurate and helpful information about upcoming events, ticketing, or other relevant details.

+ Answering customer inquiries: Addressing questions about events and tickets, via email, phone or other channels.

+ Maintaining records: Documenting interactions and updating information in relevant systems.

+ Resolving issues: Troubleshooting problems and finding solutions to ensure fan satisfaction.

+ Liaising with the social media Team: Working with them to resolve complex issues and improve the overall fan experience.

WHAT YOU WILL BE DOING

The resource will be trained to deal specifically with the following activities:

+ Customer Service.

+ Social Media Customer Service: Instagram, Facebook, TikTok, X (Twitter) and LinkedIn.

+ Validation and communication of key features of the onsale events, coordinating with the social media Team.

+ Identification and reporting of any need for updates on FAQs and Q&A, proactively and continuously.

+ Identification and reporting of conversation peaks: campaigns, crises, launches, incidents, or sensitive topics.

+ Support during crises or specific incidents, such as cancellations, venue changes or ticketing issues.

SKILLS AND QUALIFICATIONS

+ Expertise in Fan Support.

+ Excellent communication and customer service skills.

+ Problem-solving and analytical abilities.

+ Expertise in relevant communication tools (e.g., Zendesk, chat platforms, social media channels, etc.).

+ Ability to work in a fast-paced environment.

+ Knowledge of the specific industry or organization

+ Valuable: previous experience using Sprout Social or similar social media management and customer service tools.

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.