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About the Role
The Senior Product Solutions Specialist, Microflex App Support, provides support to Ticketmaster staff using the Microflex ticketing platform and related products throughout Europe and the emerging markets, with a strong emphasis on client support. This role is crucial for a professional proficiency in the English language and requires a strong team player who can also act independently.
Responsibilities
- Acquire detailed knowledge of Ticketmaster ticketing platforms.
- Keep abreast of new products and technologies pertinent to Ticketmaster.
- Respond to international businesses’ requests for support or information on ticketing systems and associated products’ functionalities.
- Prioritize support requests and apply defined processes to maximize service levels.
- Test reported problems, correct them, and manage the bug process.
- Work with Tier 2 and 3 support teams to ensure escalated issues are resolved quickly.
- Take ownership of reported issues and work with relevant groups to resolve them.
- Provide advanced training sessions on the ticketing system and associated technical services and product functionalities.
- Work with Ticketmaster Development and Operations departments to address repeated requests and issues.
- Participate in the management of business disruptions, fixing issues, and communicating progress to the business.
- Proactively promote the department and ensure it is at the forefront of the Ticketmaster business.
- Implement activities impacting multiple components/processes and the work of other units/teams/projects.
- Undertake highly strategic/complex/high risk undertakings.
- Analyze situations or data requiring evaluation of intangibles.
- Exercise independent judgment in methods, techniques, and evaluation criteria.
- Create formal networks involving coordination among groups.
Requirements
- Minimum of 2 years in software product support in a remote environment.
- Prior Ticketmaster or ticketing experience required.
- Advanced product knowledge and understanding of developer languages (SQL, HTML, XML, or programming language).
- Excellent communication skills.
- Attention to detail and ability to analyze and solve problems.
- Proficient in Microsoft Office.
- Excellent time management and organizational skills.
- Ability to react to changes requiring re-prioritization of workload.
- Experience with Incident and change management, ITIL.
- Demonstrates strong mentoring skills.
- Demonstrates ownership and responsibility.
- Mentors less experienced team members by sharing knowledge and guiding them on new issues.
- Takes responsibility for issues and products and owns ongoing problems.
- Must possess a full passport for potential international travel.
Skills
- SQL
- HTML
- XML
- Microsoft Office
- Incident and change management
- ITIL
- Mentoring
- Ownership
- Responsibility
- PowerShell
- Troubleshooting
- API request issues
- Configuration management systems
- Agile application support
- Splunk
- Kibana
- Zabbix
- Networking principles
- Network troubleshooting tools
- MSSQL
- MySQL
- Service Management tooling
- Jira
- Salesforce
- Leadership
- Teamwork
- Interpersonal skills
- Communication skills
- Detail-oriented
- Organized
- Agile environment
Location
- Europe
- Emerging markets
Work Type
- Remote
- Full-time
Experience Level
- Senior
Education Level
- BA/BS degree in computer science or related field or relevant work experience in lieu of degree.
About the Company
- Ticketmaster is part of Live Nation Entertainment, the largest live entertainment company in the world.
- Live Nation consists 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.
- Ticketmaster's vision is to connect people around the world to the live events they love.
- Ticketmaster is the world's largest ticket marketplace and a leading global provider of enterprise tools and services for the live entertainment business.
- The company has an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams.
Equal Opportunity
- Working in an inclusive environment and encouraged to bring your whole self to work.
- Encouraged to develop professional and personal aspirations, enjoy new experiences, and learn from talented people.
- Talent matters, and applications are encouraged from people irrespective of gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
- 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.