Product Support Analyst

Who you are

You are someone who thrives in a fast-paced environment and enjoys learning new technologies inside and out. You have a knack for problem-solving and are passionate about providing exceptional support to clients. Your ability to communicate effectively with both technical and non-technical stakeholders makes you an ideal fit for this role. You understand the importance of logging and tracking support requests accurately, ensuring that all relevant information is up to date. You are detail-oriented and can prioritize tasks effectively based on provided guidelines. You are eager to collaborate with team members and escalate issues as necessary to ensure timely resolutions.

What you'll do

As a Product Support Analyst at SeatGeek, you will be the first point of contact for clients experiencing software application issues. You will receive, replicate, and analyze incoming support requests through various channels, including phone calls, chats, and emails. Your role will involve accurately logging all relevant information in the support ticketing system, ensuring that case information remains current. You will investigate software application issues using the available knowledge base and previous cases, collaborating with other team members to resolve issues efficiently. You will adjust the priority of issues raised to the Product Support Team based on established guidelines and move them to the appropriate queues. Additionally, you will escalate issues to internal teams as necessary, ensuring that clients receive the support they need in a timely manner.

What we offer

At SeatGeek, we believe in the power of live events and the experiences they create. We offer a collaborative work environment where your contributions will make a difference. You will have the opportunity to work with a diverse team and engage with some of the most recognized names in the industry. We value diversity and welcome individuals from all backgrounds to apply. Join us in modernizing the ticketing industry and providing ridiculously good support to our clients.