SeatGeek is hiring a
Product Support Analyst

Summary

Join our team as a Product Support Analyst and provide excellent technical software support to clients while learning new technology, collaborating with teams, and providing great customer service.

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

Responsibilities

• 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

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