Product Support Analyst

September 23

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SeatGeek

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tickets • internet and technology • data analysis • and sports • entertainment

501 - 1000

💰 $238M Series E on 2022-08

Description

• Receive, replicate, and analyse incoming software application support requests from clients through phone calls, chats, and emails in a high-pressure environment • Accurately log all relevant information in the support ticket in the issue tracking software while making sure the case information stays up to date at all times • Investigate software application issues using the available knowledge base, previous cases, and collaboration with other team members to resolve issues • Adjust the priority of issues raised to the Product Support Team based on provided guidelines and move them accordingly to appropriate queues • Escalate issues to 2nd level as necessary, providing steps to replicate, screenshots, and any additional relevant information such as log files (server traces) • Oversee assigned support cases while tracking related development fixes/product requests and communicating with clients and other teams • Through regular internal training workshops and self-learning, maintain an up-to-date working knowledge of SeatGeek products, including integrations with 3rd party products and hardware

Requirements

• Problem-solving capabilities with 2+ years of experience working in a software support capacity for a SaaS company or similar experience • Strong communication skills and the ability to effectively communicate technical information with non-technical audiences • Basic knowledge of HTML, CSS, one or more computer languages as well as basic knowledge of SQL is a plus • An interest in technology, especially software (SaaS) support • Resiliency and the ability to stay positive, even on the most challenging calls • Ability to work independently and creatively to resolve complex issues in a dynamic environment • A passion for live events and software (SaaS) support • The ability to work one weekend in rotation with the team and take part in rotating after-hours on-call

Benefits

• Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely • A WFH stipend to support your home office setup • Generous PTO • Benefits package that supports health and dental • Family building stipend and support • Annual wellness stipend • Annual subscription to Headspace • Pension • Life Insurance • Annual subscription to Spotify, Apple Music, or Amazon music