Product Support Analyst

Summary

Join SeatGeek, a company simplifying and modernizing the ticketing industry, as a Product Support Analyst. You will provide excellent technical software (SaaS) support to clients, working closely with the Support Manager. This role involves receiving and analyzing support requests via phone, chat, and email, logging information in issue tracking software, investigating issues, adjusting priorities, and escalating complex cases to internal teams. You will also maintain up-to-date knowledge of SeatGeek products through training and self-learning. The ideal candidate possesses strong problem-solving and communication skills, experience in technical software support, and a passion for live events and SaaS support.

Requirements

• Problem-solving capabilities with 2+ years of experience working in a technical 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
• 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 appropriate internal teams as necessary (~20% cases), 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

Preferred Qualifications

Basic knowledge of HTML, CSS, one or more computer languages as well as basic knowledge of SQL is a plus

Benefits

• Equity stake in a well-funded growth stage company
• 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