What are the responsibilities and job description for the Ticketing Resolution Assistant, Match Day Only position at FWC2026?
Description
At FIFA26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26™ 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 POSITION
Reporting 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 26™ stadium.
The main responsibilities and oversights of the Ticketing Resolution Assistant for the FIFA World Cup 26™ include:
- Deliver World Class customer service to spectators
- Operate in line with FWC26 policies and processes
- Assist ticket holders that have issues related to their ticket by accessing the ticketing system, mobile ticket back office and access control systems
- Assist mobile ticket holders with issues or general advice related to the mobile ticket application and/or paper tickets
- Complete all required ticketing reporting and maintain accurate records
- Escalate appropriate issues or trends to Ticketing Stadium Manager and/or Ticketing HQ
YOUR PROFILE
ACCOUNTABILITY: 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 Experience
- Customer oriented, effective communication skills, flexible, efficient, and accountable team player
- Ability to adapt to working in fast-paced environment and under pressure
Languages
- Fluent in English. Spanish and/or French proficiency is a plus
Technology
- Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools
Additionally, FIFA 26 offers a competitive benefits package, which includes medical, dental, vision, disability insurance, life insurance, and a 401k retirement plan.
About FWC2026
The FIFA World Cup 26™ will mark the first time that the tournament features 48 teams and will be hosted by three countries: Canada, Mexico, and the United States.
This new format redefines excellence, generating unique opportunities for greater participation and engagement from fans and players in North America and all over the world. Now is your time to be a game changer and join the workforce that is planning and delivering this unique and unforgettable experience.
This new format redefines excellence, generating unique opportunities for greater participation and engagement from fans and players in North America and all over the world. Now is your time to be a game changer and join the workforce that is planning and delivering this unique and unforgettable experience.