SeatGeek

Product Support Analyst

SeatGeek

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇬🇧 United Kingdom

Visit company website
✨ AI Apply
Apply

Job Level

JuniorMid-Level

Tech Stack

SQL

About the role

  • 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

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
  • Basic knowledge of HTML, CSS, one or more computer languages as well as basic knowledge of SQL is a plus
  • 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
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
  • Generous PTO
  • A WFH stipend to support your home office setup
  • Benefits package that supports health and dental. We also provide annual subscriptions to Headspace
  • Pension
  • Life Insurance
  • Annual subscription to Spotify, Apple Music, or Amazon music

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
HTMLCSSSQLsoftware application supportissue trackingproblem-solvingtechnical supportSaaSsoftware troubleshootingclient communication
Soft skills
strong communicationresiliencyindependent workcreativityability to work under pressureteam collaborationadaptabilitypositive attitudeclient managementself-learning