Job Summary:

Location : Barcelona, Spain (hybrid)

Division : Ticketmaster Spain

Line Manager : Client Support Lead

Contract Terms : Permanent, Full-Time

THE TEAM

Integral Client Support & Operations Organisation has the mission to build a global support & operations centre 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. 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

As a Client Support Specialist, within the Client Support Team for the Spanish market, you will be responsible for delivering high-quality services that meet the day-to-day operational needs of clients, including event organisers and promoters, rely on your expertise to effectively use Ticketmaster's ticketing systems and products throughout the entire lifecycle of their events. You will act as a key liaison between multiple internal departments, ensuring that clients experience a seamless and consistent service throughout the duration of their contract.

As the primary support contact for your assigned clients, you will work closely with them to continuously improve service levels, optimise sales performance,



and enhance overall client satisfaction. You will be accountable for maintaining agreed service levels and delivering operational support, including training, sharing best practices, and managing system installations and upgrades.

Your role will also involve leveraging your knowledge of Ticketmaster products and processes to provide consultancy services, helping clients define solutions that meet their operational needs. You will coordinate these efforts with other functional experts across Ticketmaster, including Product Operations, Event Delivery, Sales, Fan Support, Finance, and Marketing.

WHAT YOU WILL BE DOING

Client Service

- Provide front-line support to a portfolio of clients, ranging from moderate to high impact.
- Collaborate closely with the Sales team to understand operational needs of both existing and prospective clients.
- Lead the onboarding process for new clients and ensure ongoing operational maintenance.
- Manage the full operational lifecycle of client events, ensuring smooth execution.
- Build and maintain strong client relationships through personalised and proactive support.
- Ensure service delivery meets or exceeds agreed service level agreements (SLAs).
- Guide and educate clients within established procedures to resolve technical or service-related queries.
- Promote and facilitate the adoption of Ticketmaster products and features.
- Provide consultancy to understand client business goals and define tailored technical/service solutions,



coordinating with internal experts when needed.
- Develop deep knowledge of Ticketmaster's operational products and services across the event lifecycle.
- Foster a culture of continuous improvement with clients to enhance operational efficiency.
- Align commercial and service agreements in collaboration with the Sales team.
- Coordinate onsite requirements and event coverage with clients and Field Operations.
- Maintain accurate and timely client support records in Salesforce.
- Provide onsite event support and after-hours assistance when required.

Ticketmaster System Support

- Offer guidance and best practices for Ticketmaster platforms and product suite.
- Communicate updates, new features, and functionalities to clients.
- Deliver initial and ongoing training on platform features and tools.
- Support the ticketing platform used by clients.
- Provide expertise on TM1 portal and related tools, including reporting, box office operations, and product usage.
- Manage event programming processes across different service modes (Full-Service, Assisted Service, Self-Service), ensuring quality and consistency.
- Identify and resolve programming errors related to event setup.
- Possess basic knowledge of Access Control products and their operational use.

Problem Resolution

- Log and report all support cases handled or escalated using Salesforce.
- Troubleshoot software and hardware issues using appropriate diagnostic tools and techniques.
- Collaborate with Regional and International Fan Support and Product Operations teams to resolve issues efficiently.
- Coordinate networking and technical issues between clients and Field IT/Event Delivery.

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

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