Product Support Analyst

Who you are

You are someone who thrives in a fast-paced environment and enjoys learning new technologies inside and out. With a strong focus on customer service, you are passionate about providing excellent support to clients and have a knack for problem-solving. You understand the importance of accurate documentation and are diligent in logging all relevant information in support tickets. Your collaborative spirit allows you to work effectively with both internal teams and external clients, ensuring that issues are resolved efficiently.

You have experience in a technical support role, ideally within a SaaS environment, where you've honed your skills in troubleshooting and issue resolution. You are comfortable communicating with clients through various channels, including phone calls, chats, and emails, and can handle high-pressure situations with ease. Your attention to detail ensures that you prioritize issues appropriately and escalate them when necessary, always striving to maintain a high standard of service.

Desirable

Experience with ticketing systems or issue tracking software is a plus, as is familiarity with the ticketing industry. You are eager to learn and grow within the role, and you appreciate the value of a diverse workplace that encourages different perspectives and ideas.

What you'll do

As a Product Support Analyst at SeatGeek, you will be the first point of contact for clients seeking assistance with our software applications. You will receive, replicate, and analyze incoming support requests, ensuring that each case is logged accurately in our issue tracking system. Your role will involve investigating software application issues using our knowledge base and collaborating with team members to find effective solutions.

You will adjust the priority of issues based on established guidelines, moving them to the appropriate queues to ensure timely resolution. When necessary, you will escalate issues to internal teams, maintaining clear communication throughout the process. Your ability to manage multiple requests in a high-pressure environment will be crucial to your success in this role.

What we offer

At SeatGeek, we believe in the power of live events and the experiences they create. As part of our team, you will have the opportunity to work with some of the most recognized names in the industry. We offer a supportive work environment where you can grow your skills and advance your career. Our commitment to diversity means that we welcome individuals from all backgrounds and experiences, fostering a culture of inclusion and respect. Join us in modernizing the ticketing industry and making live events accessible to everyone.