Client Services Specialist (601 Analytics)

The Client Services Specialist role serves as the lead for handling Client Support for 601 Analytics, the Miami HEAT’s cutting-edge data and analytics department. This role includes but is not limited to, managing support requests and client responses, providing subject matter expertise support on box office operations for all data-related products, providing expertise on basic data warehouse structure, and support requirement gathering and documentation requests. The ideal candidate will have experience handling support tickets and the configuration of a support ticket management platform, such as Zendesk, as well as practical experience with ticket operations and data analytics. Experience with SQL and Microsoft Power Platform (particularly Power BI) is a plus.

Essential Duties and Responsibilities:

ESSENTIAL FUNCTIONS: The following are examples of the various functions required. The job requirements are not limited to the items on this list.

1. Manage client support request tracking and resolution from initiation to completion; Actively monitor incoming support requests, proactively triaging support tickets and leading communication between internal and external stakeholders in accordance with outlined service level agreements
2. Lead the support ticket tracking technology (i.e., Zendesk) and ensure all tickets are properly submitted in the operational platform (i.e., Microsoft Azure DevOps)
3. Serve as a subject matter expert for all areas of Ticketmaster systems to properly troubleshoot support issues and provide clients with best practices
4. Maintain an understanding of SQL concepts necessary to independently complete support tickets such as data mapping and validation as assigned
5. Assist with the mitigation of errors and inconsistencies in Power BI ticketing reports by reviewing and validating the data against source systems to complete support tickets
6. Create client-facing documentation such as project requirements, data dictionaries, user guides, and meeting summaries with action items
7. Organize all standardized documentation for each source system and training process to quickly provide documentation to clients
8. Provide recommendations to the business to enhance tools, standards, or methods for client support efficiency and effectiveness
9. Support client renewal efforts by being proactive with communication and representing the business positively and professionally
10. Document and share best practices or business process improvements
11. Participate in the game and event day data monitoring rotation, escalating any issues as necessary

Desired Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s Degree, with concentration in Business, Communications, or Sports Management
• Deep knowledge of live events operations
• 2+ years’ experience working in customer/client support
• 2+ years’ experience utilizing the Ticketmaster system
• 2+ years’ experience working in sports or live events (preferred)
• Ability and willingness to work non-traditional hours when needed

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender/gender identity, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. EOE & DFWP