L3Harris Technologies, Inc. - Mustang Technology
Customer Service Representative (CSR)
14 days ago
Plano
This position delivers services to support the client’s day-to-day needs related to the use of ticketing systems and products. The CSS will be responsible for maintaining agreed upon service levels. They will follow-up as needed with national teams to ensure we are providing timely problem resolution. Responsibilities will also include training, sharing of best practices, and general operational support including installs, upgrades, and event support. WHAT YOU WILL BE DOING CLIENT SERVICE • Develop and maintain excellent client relationships • Meet and exceed client service level agreements • Advise and assist with reporting • Coordinate upgrades and hardware replacements at client sites • Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions • Maintain customer contacts to enable accurate tracking and reporting • Provide high level marketing support on Ticketmaster no-cost solutions Provide online support and afterhours office support Ticketmaster ONE, Host System & Access Control Support • Working knowledge of Ticketmaster ONE web portal • Remain current with new software/product releases for Host, TM1 Entry, Archtics/Account Manager and all technology products • Create/modify reports, including Autypes, Repgens, Mopreps, and other advanced reporting • Support season ticketing, access control support customization (rules, exceptions, etc.) • Assist with client onboarding and ongoing maintenance • Act as the expert in all facets of access control products • Basic knowledge of event programming as it relates to sales channels and consumer experience • Knowledge of the Event Base product suite Identify and assist in resolving event programming related errors Product Support • Communicate product updates, new features, and functionality to client base for Ticketmaster products such as Archtics, HOST, TM.com, Scaling, Analytics, TM1 Maps, Pricemaster, TM1 Events and TM1 Engagement • Provide support and best practices to the client for all TM products including archiving data, loading events, setting rules, adding hardware, and communication to other TM servers • Assist with new manifest creation • Establish any special client MOP types • Install Archtics on workstations and ticket printers • Initial and ongoing training of new features and functionality Perform database tasks as needed by client Problem Resolution • Use troubleshooting techniques and tools to identify the root cause of issues • Research client/customer complaints about service levels • Work with National/Central support groups to expedite problem resolution • Troubleshooting software and hardware issues – Archtics/Host/Account Manager/TM1 Entry/TM1 Events/Pricemaster • Provide coordination of a networking issues between client and TM IT • Balance Audits/Settlement issues • Resolve issues with Customer Service for events with problems and/or special circumstances Restart database server, credit card server, and DIGIT server YOU (BEHAVIOURAL SKILLS/COMPETENCIES) 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 Solution Driven – I creatively find solutions to problems clients are experiencing by collaborating with management and interdepartmentally with experts that can find alternative and effective solutions to any limitations. 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.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.
