Work at AEG

Product Support Coordinator

AEG Presents HQ
Los Angeles, CA
Digital Media
Full Time

For more than 20 years, AEG has played a pivotal role in transforming sports and live entertainment. Annually, we host more than 160 million guests, promote more than 10,000 shows and present more than 22,000 events around the world. We are committed to innovation, artistry, and community, and leverage the power of our 300+ venues, leading sports franchises, marquee music brands, integrated entertainment districts, premier ticketing platform and global sponsorship activations, to create memorable moments that give the world reason to cheer.

Our business is interwoven with the human mind and heart, and we strive to build a diverse and inclusive company that reflects the artists, athletes, and fans that we host; reach beyond traditional boundaries to support the communities in which we operate; and minimize our impact on the environment by adopting sustainable practices throughout our business operations.

If you want to be challenged to up your game and make a difference, then join us in giving the world reason to cheer!

Position Summary:

The Product Support Coordinator is the initial point of contact for end-users of Consumer and Enterprise products. The Product Support Coordinator provides assistance to the product organization by conducting testing and validating data as required by product managers.

Essential Functions:

  • Supports fan and internal user requests and incidents at first point of contact, including capturing details, priority, and escalating to Tier 2 where necessary.
  • Assists in adding/updating new artists, venues, and agencies into database, maintaining data accuracy and completeness.
  • Acts as Tier 1 support, by closing or resolving issues, ensuring timely resolution and satisfaction in accordance to established service level agreements (SLAs).
  • Educate users on product functionalities, conducts training sessions, helps to develop how-to guides enhancing user proficiency and satisfaction.
  • Administers user accounts (for example, account creation, assigning permissions, or password resets).
  • Facilitates new user product onboarding, ensuring seamless integration and user adoption.
  • Provides proactive support to product management organization as appropriate.

Required Qualifications:

  • High School Diploma or its equivalency (BA/BS Degree Preferred) in related field
  • 2-4 years of customer service or support experience or related work experience
  • Experience in Entertainment or Operations
  • Technical support experience preferred
  • Effective verbal and written communication skills, including ability to effectively communicate with internal and external customers
  • Proficient computer skill, including Microsoft Office: Word, PowerPoint and Outlook, and Excel, and ability to learn applicable business systems
  • High attention to details and follow-through skills
  • Working knowledge of Intercom, Jira Service Management, or other customer support tool
  • Knowledge of Agile processes
  • Knowledge of Visio and SQL a plus
  • Knowledge of the music industry preferred

Pay Scale: $25.03-$32.85

AEG reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.