Ticketing Resolution Assistant, Match Day Only

Ticketing Resolution Assistant, Match Day OnlyDepartment: EVS - Match Day OnlyEmployment Type: Fixed Term ContractLocation: Kansas CityDescriptionAt FIFA26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26TM will mark the first time that the tournament will feature 48 teams and be hosted by three countries: Canada, Mexico and the USA. This new format will redefine excellence, generating unique opportunities for greater participation and engagement among fans and players across North America and all over the world. Now is your time to become a game changer and join the workforce that will plan and deliver this extraordinary and unforgettable experience.THE POSITIONReporting organisationally to the Stadium Ticketing Manager, Ticketing Resolution Assistants will be a key member of the FIFA26 Ticketing team, and work in close collaboration with the Ticketing team and wider venue team to deliver world class customer service to spectators and ensure successful delivery of Ticketing operations at an assigned FIFA World Cup 26TM stadium.The main responsibilities and oversights of the Ticketing Resolution Assistant for the FIFA World Cup 26TM include:Deliver World Class customer service to spectatorsOperate in line with FWC26 policies and processesAssist ticket holders that have issues related to their ticket by accessing the ticketing system, mobile ticket back office and access control systemsAssist mobile ticket holders with issues or general advice related to the mobile ticket application and/or paper ticketsComplete all required ticketing reporting and maintain accurate recordsEscalate appropriate issues or trends to Ticketing Stadium Manager and/or Ticketing HQYOUR PROFILEACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyze one's behavior, while assuming consequences of one's own actions and/or decisions and learning from one's mistakes.DECISION MAKING: Ability to identify and swiftly make decisions in critical situations, take initiative and calculated risks, explore alternative solutions, and respond promptly to unforeseen circumstances.INCLUSIVITY: Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.INITIATIVE: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.INNOVATION: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.LEADERSHIP: Ability to lead one's contacts/colleagues/partners, encourage teamwork, and delegate authority / decision-making power, as needed, to produce the expected results and make efficient use of the team's skills and talents.VISION: Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.Work ExperienceCustomer oriented, effective communication skills, flexible, efficient, and accountable team playerAbility to adapt to working in fast-paced environment and under pressureLanguagesFluent in English. Spanish and/or French proficiency is a plusTechnologyProficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools