Fan Support Professional, Live Nation

• If you are a communication talent, keep a cool head when others have long since lost it and have experience in the field of customer service, you are the right person for us!
• Experience working in Fan Support or equivalent
• Experience with Zendesk is a bonus
• Working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Fluent in German (spoken and written)
• Good English skills (spoken and written)
• Team player
• Good time management and organisational skills
• Ability to communicate clearly and precisely in written or verbal form
• Self-starter, highly motivated
• Ability to work in a challenging environment
• Knack for precise work
• Is open to coaching and feedback
• Ability to work on own initiative, and also as part of a team
• Ability to work under pressure to meet deadlines

• Line Manager: Fan Support Manager DE/AT
• As Fan Support Professional, you work to provide best in class service for our fans
• This means addressing customer queries, processing requests, and liaising with other departments and external partners to find solutions
• We work to give fans the best possible overall experience. Fans first!
• Process fan contacts via Zendesk and liaise with other departments and promoters to provide solutions for our fans and inform our call center when relevant information changes
• Liaise with promoters regarding various fan requests (e.g., ticket reprints esp. for time-sensitive events, good will cancellation requests)
• Process fan contacts revolving around the fan’s account (e.g., access issues, amending account data, and account deletion)
• Process requests regarding ticket personalization changes for those cases where tickets or orders are personalized
• Process requests about gift cards – gift cards can be purchased through a variety of platforms
• Process requests about newsletters (i.e., subscribing and unsubscribing fans upon request)
• Process payment disputes raised through the payment providers PayPal and Klarna
• Maintain and update our FAQs by keeping existing content up to date and creating new content as required
• If required, you will be on site at events and take care of our customers' needs (clearing point, box office, guest list)

• Unlimited paid time off policy
• Work from home opportunities

Live Nation is the world's leading live entertainment company, sitting at the top of the market in live events and ticketing. Formed in 2009, it is a major international company, with key business segments made up of concerts, ticketing, and sponsorship and advertising.