Client Support Analyst, EVENTIM.Inhouse

Overview:

Job title: Client Support Analyst, EVENTIM.Inhouse

Job type: Full time | Salaried (monthly)

Location: Charing Cross Road, London, WC2H 0HF

Line manager: Country Product Manager, EVENTIM.Inhouse

Salary level: Subject to skills, experience and behaviours (refer below)

Working hours: 40 hours per week | Subject to ‘on call’ shift patterns  (refer below)

Holidays: 25 per annum + public holidays

 

About EVENTIM:

Operating in 23 countries, we are Europe’s largest ticketing and live entertainment company. Through our technology and award-winning services, we provide unforgettable experiences to over 250 million people a year and operate some of the largest venues and festivals across Europe.

Based in the heart of London’s West End, eventim.co.uk was launched in 2009 to provide the UK market with a safe and secure online booking service for a wide range of live events including concerts, theatre, attractions and sport.

Today, thanks to our robust ticketing platforms, EVENTIM is considered one of the go-to ticketing websites and ticketing technology providers operating in the marketplace.

About the Role:

With 500 plus cultural institutions and sports organisations across Europe using EVENTIM.Inhouse (“INHOUSE”), we’re looking to appoint a Client Support Analyst to work with our UK product team as well as our ever-expanding Client base who sell their tickets through INHOUSE.

Working under the direction of, and supported by, our Country Product Manager, the Client Support Analyst will be responsible for providing 1^st line support to our Clients, managing their day-to-day requests through a Service Desk Management tool and working alongside the Technical Account Managers for swift and efficient resolutions.

This role could be suitable for a variety of individuals at varying stages of their careers e.g., someone looking to start their career within the ticketing industry, someone who already has ticketing experience and is looking for career progression or,  someone within existing IT support looking to change industries.

This is a newly created role within our INHOUSE product team has great potential for career development and promotion as our business grows.  Furthermore, the successful candidate will become an integral member of our team as we look to capitalise upon, and increase, our Client base in 2022 and beyond.

Responsibilities include, but are not limited to:

• Provide a single point of contact for incoming IT support queries via telephone, email and chat
• Provide 1^st line support to end users on various technical issues and problems relating to hardware, software and connectivity
• Log and prioritise all incidents, service requests and change requests in the Service Desk Management tool; paying particular attention to the event setup email group and creation of new event requests
• Carry out initial triage and diagnosis of problems and resolve where possible in a timely manner according to any Service Level Agreement(s)
• Communicating with end-users to identify the extent of a technical issue and convey the planned method of resolution in a non-technical manner
• As necessary, escalate to appropriate support teams and third party suppliers when resolution is not possible
• Provide general guidance and advice; to include assistance with system configuration (event creation, inventory management, new price types, offers and promotions) webshop setup and reporting
• Ensure newly created events are checked internally before being scheduled for on sale by our Clients; whilst ensuring that each on sale is supported in conjunction with internal stakeholders
• Maintaining high levels of customer satisfaction through a proactive approach with our Clients; underpinned by strong relationship management and regular client service reviews
• Document customer contact in accordance with company policy and procedures
• Participate in ‘on call’ shifts, typically every third or fourth week; to include evenings (up to 21:00 hrs), weekends and occasional public holidays
• Participate in client site visits, new installations and project go-lives, requiring occasional UK travel.

Skills and experiences: 

Essential:

• Experience of working with applications / systems to undertake analysis, diagnosis and resolution of user problems (not necessarily within the ticketing industry)
• Analytical mind and problem-solving aptitude
• Strong organisational and troubleshooting skills; with the ability to prioritise tasks and to meet deadlines
• Able to work on own initiative and self-motivated
• Strong analytical and critical thinking skills
• Exceptional interpersonal and relationship-building abilities
• Excellent written and verbal communication skills to effectively present information to a wide range of audiences
• Excellent customer service skills and exceptional telephone manner

Desirable:

• Previous experience working in a similar role within a UK ticketing agency, ticketing software supplier or venue
• Previous experience of working with teams viewer (or similar remote access tools)
• Previous experience of working with Jira
• Basic knowledge of, and experience in, HTML and Java Script
• Basic knowledge of, and experience in, API’s

Behaviours:

The following attributes determine how the role will be carried out and are required to be a success:

• A highly motivated and conscientious individual with the ability to work well under pressure, to make key decisions and to motivate others
• A fast learner with enthusiasm and excitement for challenging environments and wanting to change the status quo
• A rigorous approach to work and an eye for detail
• Ability to multitask clients and workload, dependent on urgency and client demands
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to act and learn through their own initiative and execute objectives without day-to-day supervision
• Ability to use self-initiative as well as work within a team
• Adaptability to move within an ever-changing commercial environment
• Pro-active attitude: must have the drive to succeed
• Pro-active nature; a flexible approach to hours of work and location of duties

Benefits:

For further information on the benefits that EVENTIM provides to our employees, please visit www.eventimb2b.co.uk.

How to apply:

If your skills and experiences match that of this job description, please click on the link provided. The deadline for submissions is Monday 3rd October.

Please note due to a high volume of applications for our roles, we reserve the right to close all vacancies earlier than the advertised date without notice.  To avoid disappointment please apply as soon as possible.  Due to the high volume of applicants we cannot guarantee all applicants will receive a response.

All roles at EVENTIM are subject to full background screening. Furthermore, we require proof of all professional qualifications applicable to this role.

Equal Opportunities:

EVENTIM is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.