Account Services Representative

Overview Ferve Tickets has been working with festivals and venues in Australia for more than 20 years, setting up customised ticketing systems for a smooth, stress-free experience – for both staff and customers.

We\'ve developed a dedicated multi event ticketing platform to suit festivals and venues where customers may frequently purchase more than 10 events at the same time. Long term clients include Melbourne International Film Festival, Sydney Film Festival, Melbourne Writers Festival, and Melbourne Food and Wine Festival. In addition, we support many medium sized festivals and venues across Australia such as Brisbane Festival, CinefestOz, Golden Age Cinema.

Since Covid, we\'ve expanded internationally with clients in Greece, Hong Kong, New Zealand and the USA. We also now support selling on demand and livestream event tickets to customers via our preferred streaming partners.

The role will include liaising with clients, requirements analysis and setup, and on-going client contact (written and verbal) to ensure ticketing projects are launched and run successfully. Offered as a full time position to the right applicant, or perhaps part time for exceptional people who might want that.

Responsibilities The Ticketing Account Manager will be positioned as part of the Service team, focusing on providing robust delivery and support within the defined processes for ticketing implementation for clients.

This position will include the following responsibilities:

Set up and maintain delivery schedules (ClickUp projects) for all ticketing projects (including follow-up with clients in the lead up to deadlines) following the defined service delivery process

Liaise with client by email, phone, and in person regarding deliverables (some interstate travel might occasionally be required)

Maintain and update lists of client requirements that may change over time

Assist with quality control during technical set up phases of ticketing projects (eg. are features set up to client requirements?)

Provide some high levelguidance on support queries for clients

Record and describe any ad hoc client requests, and communicate these to the development team during future planning.

Provide basic setupsupport for clients on questions related to existing software features (answering questions such as "How do I set up Promotional Codes?")

Prepare debrief material at the conclusion of each project, both for internal and external discussion.

Assist with the refinement of training programs, training manuals, and other support material (ensuring documents are up-to-date as processes and system features change over time) .

Be capable of adhering to operational guidelines and practices for system security

Report to Management on service delivery, and any account management issues as they might arise.

Be capable of working independently from various locations including at home (if desired).

Skills and experience

Be able to quickly learn new software systems (including Ferve Tickets software)

Be capable of following the existing well documented service delivery process

Be comfortable with technology (the ability to code is not a requirement)

Be capable of performing under pressure

Be detail driven with strong time management skills

Be able to problem solve and think creatively

Be able to manage their time unsupervised

Be able to work effectively in a small team environment

Confident project management skills (we use ClickUp)to be able to deal openly and transparently with the team and clients

Be able to learn quickly from mistakes and develop skills over time

Ideally you should have a minimum of 12-18 months experience in managing the delivery of services or events.

Mandatory requirements Youmustpossess the following mandatory requirements:

Be a permanent resident of Australia, or have a work/partner visa that does not restrict work hours.

Be fluent in English with excellent written and verbal communication skills

Only applicants meeting these criteria will be considered.

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