Client Help Center Administrator

Full job description

Job Summary:

THE TEAM

Live Nation Entertainment is the largest live entertainment company in the world, consisting 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: before, during and after the show. At Ticketmaster Fans come first. We care passionately about our fan’s interaction with our sales and service channels and as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience. We support and guide fans by delivering exceptional service because live only happens once.

The Global Client 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 to achieve the highest levels of employee, fan & client satisfaction. Education and Training, a vertical of this organization, is a competitive differentiator for our clients and a growth path for our employees. We seek to be innovative in design and delivery, creating content and experiences that are simple, aligned to a broader curriculum, and timely to the learners.

Our teams are accountable for quality product education, cultivating market expertise, and supporting product and feature launches. They utilize global standards across all products in the design, development, and delivery of all materials and offerings with the goal of a unified experience that empowers clients to utilize resources at scale to train staff efficiently, optimize product usage, and grow their product knowledge.
 

THE JOB:
As the Client Help Center Administrator, you will manage daily tasks for our Client Help Center by being self motivated and thinking critically. Daily tasks could include engineering web pages and menus, updating content across various forms of media, and testing proposed technical solutions.You will analyze, build and implement UX recommendations by collaborating with product designers. The goal is to create a unified, friction free experience for all clients across all markets .

WHAT YOU WILL BE DOING

• You will maintain, build and develop our Client Help Center.

• You will collaborate with other team members and then take ideas and run with them.

• You will maintain good communication with team members, stakeholders and product subject matter experts.

• You will use your written and oral communication skills to edit and review existing materials to maintain a high standard of excellence and consistency.

• You will be self-motivated and ready to manage your responsibilities and priorities in a fast-paced and time-critical environment.

• You will not shy away from asking difficult questions and will constantly demonstrate your willingness to help us evaluate and evolve the Client Help Center with creative and flexible thinking.

• You will create content that meets or exceeds educational team standards.

What a qualified candidate should possess:

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Experience with Salesforce Community Cloud required.

• Strong technical writing skills preferred.Technical writing samples may be requested.

• Strong computer and device knowledge including experience with MacOS.

• Microsoft Suite - Word, Excel, Powerpoint.

• Ability to learn highly technical information quickly and adapt it for non-technical learners.

• Experience with visual design principles including images, graphics and video.

• Excellent verbal and written skills with exceptional attention to detail, fluent in English.

• Strong analytical skills to review and organize complex source material.

• Experience with or a background in a technical field such as engineering, IT, product, or other related field.

• Bachelor’s Degree in Technology, Education, Communications, English, UX Design, or related field preferred.

WORKING WITH OTHERS (or COLLABORATION SKILLS)

• Can manage projects and work independently while also working collaboratively.

• Flexibility that allows effective teamwork with people at all levels of the organization.

• Strong organizational skills and interpersonal skills in working with a diverse population.

• Ability to ask difficult questions and work with other departments to build programs.

• Strong analytical skills to review and organize complex source material.

• Demonstrated ability to think outside the box and generate creative solutions.

• Excellent presentation and facilitation skills to communicate daily web updates.

• Client Focus with a passion for service and helping others.

YOU (or BEHAVIOURAL SKILLS)

• Ability to manage multiple and varied projects with enthusiasm.

• Proven problem-solving and strong time management skills.

• Demonstrated ability to think outside the box and generate creative solutions.

• Ability to work independently and prioritize workload in a fast-paced environment.

• Be self motivated and ready to manage your responsibilities and priorities in a fast-paced and time-critical environment.

• Passionate about quality and the educational experience of all our users.

• Fearlessness to show creativity and flexibility.

• Ability to identify and act on critical next steps in projects

• Open to the hustle, able to pivot and change with our incredible business.

Ticketmaster Core Values

Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right

Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of others

Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely

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.

CULTURE

We’re fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of 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.

We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.