Technical Support Analyst
SeatGeek Enterprise is paving the way for the future of ticketing by opening up the industry. We have clients around the globe, including major sports leagues and teams, and entertainment venues to support.
With great software comes great responsibility (and great opportunity!). We’re looking for a Product Support Analyst who can provide excellent technical product support to our SGE clients with guidance from our Support Manager who you'll report to. If you love learning new technology inside and out, enjoy collaborating with our teams and external clients, and are just as passionate about providing ridiculously good customer service as we are, we'd love to hear from you.
What you’ll do
- Provide effective second line support of SeatGeek Products to its Clients and the 1st Line Product Support Team
- Assist the Regional Product Support Manager in training and mentoring the 1st Line Product Support Team
- To log, record and document all case notes in Service Cloud in accordance with Company Policies and Procedures; ensuring that accurate records are maintained at all times
- To escalate support issues to the 3rd Line Support Engineering team where necessary; ensuring that all background information is presented
- To maintain a detailed knowledge and understanding of local clients, their requirements, integrations and system configuration
- To implement fixes and changes to SRO Instances in response to support cases
- On site support as required for the Implementation, Training or Program Management teams
- Through regular internal training workshops and self-learning, maintain an up to date working knowledge of SeatGeek Products; to include functionality therein and its wider integration with 3rd party products
- Assist with testing of new releases and accurate reporting of any issues found; to include the creation and upkeep of user documentation
- To contribute to Global Product Support Team processes and policies with a view to improving client service
- Work with Global Product Support Management in optimising and where possible automating services.
- Assist in researching and developing user requirements for new features within SRO
- Provide support to the wider Team as and when required.
What you have
- Minimum 3 years experience in SaaS support or service setting
- Excellent interpersonal and communication skills which can be demonstrated in person, over the phone and in writing
- Ability to effectively communicate system or technical issues with non-technical audiences
- Ability to define problems, collect data, establish facts and draw valid conclusions
- A keen interest in the live entertainment or sport industries
- Previous SaaS Support experience using Service Cloud or, similar software applications
- The ability to work evenings and weekends as required
- Openness to traveling to travel up to 25% of the time
Perks
- Equity stake in a well-funded growth stage company
- A hybrid in-office approach, allowing you to work remotely a couple of days a week
- A WFH stipend to support your home office setup
- The ability to work from anywhere up to four weeks per year with SeatGeek on Tour
- Benefits package that supports health/dental/vision. We also provide annual subscriptions to Headspace, Ginger.io, and One Medical
- A focus on transparency. We have regular company meetings and Q&A panels where employees can chat openly with teams across SeatGeek, our co-founders, and external guests from the industry
- $120 a month to spend on tickets to live events
- Annual subscription to Spotify, Apple Music, or Amazon music
SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!