Sam Wright Email & Phone Number

Stoke-On-Trent, United Kingdom

I have progressed from a Client Support Specialist and moved into a new role for myself as a Client Account Manager.I am responsible for looking after client relationships between Ticketmaster Sport and cliets that use Ticketmaster Sport products and services.My role involves everything from initial kick meetings with clients, to implementation of the systems required all the way through the journey that Ticketmaster Sports clients go through during the relationship ensuring that clients are kept up to date with new offerings and functionality as well as supporting them through the process of using the existing features, putting the fan first to make sure their experience is as simple as possible.

Since working with Ticketmaster Systems, I have been a member of the Client Services Department as a Support Technician. The support desk I work for is a first point of contact for any faults or queries. We also schedule and assist with the installation of new software, bug fix releases, on-site technical support, operational support and maintenance support wherever necessary. I assist with on-going technical support for all external clients and internal staff that use in-house systems, applications, products and services, delivering advice and guidance where required. Assistance is provided for 14 and ½ hours-a-day, 364 days-a-year. I respond to client escalations and enquiries on a daily basis, all incoming enquiries are assessed and prioritised, investigating often complex problems and diagnosing underlying causes. Support is provided to a total of 84 external clients and 15 internal departments that require assistance or advice. On average the support desk will log approximately 40 incoming calls per day. Busy days can see up to 60 incoming calls. All internal and external call requests are logged within our Call Management system, Numara FootPrints. My Main duties included:• To log and update all support desk calls and interactions effectively and efficiently,• Identify, escalate and prioritise situations requiring urgent attention,• Provide and advise client appropriately and deliver a responsive action to all queries,• Diagnose, assist and resolve technical hardware and software issues,• Redirect problems to appropriate resource,• Ensure call response times are achieved and clients are updated on a regular basis,• To keep active calls down to a minimum level. Other duties include:• Provide Out of Hours support including evenings and weekend on a rota basis,• Provide Bank Holiday Support,• Administrator for Call Management Software, Numara FootPrints, for 200+ users, including configuration, upkeep and training.

Hnd, Internet Technology

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