Full-Time
Product Support Analyst
Posted on 4/30/2024
Mobile ticketing platform for live events
Mid
New York, NY, USA
- 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 day and take part in rotating after-hours on-call
- Receive, replicate, and analyze 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
- Test/validate software application issues and bugs in both production and lower environments and work with the development team for a resolution
At SeatGeek, the focus on a technology-first approach in ticketing for diverse live events like sports, music, and theater offers a dynamic and forward-thinking work environment. The company has carved out a niche in the entertainment industry by leveraging advanced consumer technology and strategic acquisitions, such as TopTix, to enhance user experiences and streamline ticketing processes. This makes it an appealing place for professionals passionate about innovation in mobile technology and customer engagement.
Company Stage
Series E
Total Funding
$692.5M
Headquarters
New York, New York
Founded
2009
6 month growth
↑ 4%1 year growth
↑ 5%2 year growth
↑ 40%Benefits
Health insurance coverage
paid time off
Matching 401k program
Parental leave
Monthly ticket-purchase stipend for live events
Paid for subscriptions to services like One Medical, Ginger.io and Headspace
Team events
Flexible work environment - work remote or in the office as you please
Home office stipend