About this opportunity
Original employer descriptionJob Summary:
JOB DESCRIPTION - CLIENT SUPPORT SPECIALIST
Location: Brussels
Division: Global Support & Operations
Line Manager: Client and Event Support Manager
Contract Terms: Permanent, Full-Time 37.5 hours per week
THE TEAM
Global Support & Operations Organization has the mission to build a global support & operations center 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.
EMEA Support & Operations team, a vertical of this organization, is accountable for supporting Clients in markets located under the EMEA Region (Europe, Middle East and Africa) and providing the ticketing service to the full life-cycle of their events (from onsale to entry).
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 then apply our own ticketing technology to help our Clients innovate in their offering and ticketing strategies.
THE JOB
As a Client and Event Support Specialist, you will deliver event programming across Ticketmaster’s full client base in Belgium and act as the day-to-day operational contact for assigned top-tier clients. You will translate ticketing requirements into accurate event configurations, build and maintain events, and ensure accurate, timely delivery from initial setup through to event day.
For assigned top-tier clients, you will build a detailed understanding of their events, priorities and ways of working, using that knowledge to provide proactive guidance and ongoing support. You will help clients plan ahead, adopt relevant Ticketmaster tools and features, and improve their ticketing operations over time. You will coordinate the resolution of ticketing issues and keep clients informed throughout the event lifecycle.
WHAT YOU WILL BE DOING
Event programming and delivery
- Build and maintain events in the ticketing platforms used in Belgium, following agreed procedures, quality standards and Event Management service levels.
- Collect and review event submissions; clarify missing or conflicting information and translate approved requirements into accurate event setups, including dates, pricing, inventory, sales channels and on-sale timings.
- Quality-check event configurations before release and after changes. Identify and resolve programming errors, escalating risks to event accuracy or delivery deadlines promptly.
- Support team-wide quality by reviewing colleagues’ event configurations, sharing best practices and following updated QA processes.
- Manage event changes throughout the lifecycle and communicate their impact to clients and relevant teams. Maintain accurate event records and request status in Salesforce.
- Coordinate event-related tasks and support assigned projects or tours.
- Support full-service, assisted-service and self-service clients with event submissions, programming processes and relevant TM1 tools, including event management and reporting.
- Configure events for relevant connected products, including access control, and coordinate seating map requests with specialist teams; verify delivered configurations against client requirements.
- Share relevant event information with internal teams to support coordinated delivery and consistent service to clients and fans.
Client support and coordination for assigned top-tier clients#
- Act as a day-to-day operational contact for assigned top-tier clients, building trusted relationships and maintaining regular dialogue about their event calendars, priorities and service needs. Anticipate requirements, identify recurring challenges and coordinate practical improvements with clients and relevant teams.
- Support client onboarding and help clients adopt relevant Ticketmaster tools and features. Deliver practical training on event management and reporting, share best practices and follow up to address difficulties and help clients work confidently and independently.
- Own support requests through to resolution: troubleshoot within your expertise, log cases in Salesforce, coordinate specialist input and keep clients informed of progress and next steps.
- Work with Client Development, Product Operations, Field Operations, Finance and Fan Support to provide coordinated service. Share client needs and improvement opportunities with Client Development, which retains ownership of commercial agreements.
- Coordinate specialist help for access control, box office, hardware or reporting issues. Support events on site or outside normal hours as required and agreed.
WHAT YOU NEED TO KNOW
Languages: The ability to communicate effectively in at least one local language (French or Dutch) is required, in addition to fluency in English.
The ability to translate detailed requirements into accurate system configurations is essential. Experience in event programming, ticketing operations or event support is preferred, and box office experience is an advantage.
Strong attention to detail, accurate data entry and a structured approach to quality assurance, documentation and standard operating procedures.
The ability to manage competing requests and deadlines, recognise operational risks and prioritise work with your manager and colleagues.
A service-oriented approach and clear written and verbal communication skills, including the ability to explain systems and processes to clients with different levels of technical knowledge.
Confidence using business systems and Microsoft Office, particularly Excel. Experience with Ticketmaster platforms, TM1 tools and Salesforce is an advantage.
Practical troubleshooting skills and sound judgement about when to resolve an issue directly or involve a specialist.
An understanding of live entertainment or sports operations, and flexibility to support occasional evenings, weekends, holidays and on-site activity as required and agreed.
YOU
- You take ownership of accurate delivery and follow through on commitments, keeping clients and colleagues informed.
- You ask questions early, check the detail and anticipate how event changes may affect clients, fans and other teams.
- You build professional relationships through clear communication, reliability and an understanding of client needs.
- You remain calm and organised when priorities shift, and raise capacity or delivery concerns before they become service issues.
- You are curious about products and processes, share knowledge and help improve the way the team works.
- You collaborate openly, offer practical support to colleagues and act with integrity.
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.
HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review.
#TMBelgium
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.
