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For Companies At a Glance
- Tasks: Provide top-notch technical support for software applications in a fast-paced environment.
- Company: Join SeatGeek, a leader in modernising the ticketing industry for live events worldwide.
- Benefits: Enjoy flexible work options, generous PTO, and wellness stipends, plus equity in a growing company.
- Why this job: Be part of a passionate team that values learning, collaboration, and making live events unforgettable.
- Qualifications: 2+ years in technical support, strong communication skills, and a passion for technology and live events.
- Other info: Work remotely or in-office, with opportunities for personal and professional growth.
The predicted salary is between 28800 - 43200 £ per year.
SeatGeek believes live events are powerful experiences that unite humans. With our technologically savvy and fan-first attitude, we’re simplifying and modernising the ticketing industry.
We’re proud to partner with some of the most recognised names across the globe, including the Dallas Cowboys, Liverpool F.C., as well as the NFL, MLS, half of the English Premier League, and theatres across NYC’s Broadway and London’s West End.
With great software comes great responsibility (and great opportunity!). We’re looking for a Product Support Analyst who can provide excellent technical software (SaaS) support to our 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 support as we are, we\’d love to hear from you.
What you’ll do
- 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
What you have
- 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
Perks
- 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
- A WFH stipend to support your home office setup
- Generous PTO
- Benefits package that supports health and dental
- Family building stipend and support
- Annual wellness stipend
- Annual subscription to Headspace
- Pension
- Life Insurance
- 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!
To review our candidate privacy notice,click here.
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Product Support Analyst employer: Authentic8
Contact Detail:
Authentic8 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Analyst
✨Tip Number 1
Familiarise yourself with SeatGeek's products and services. Understanding their ticketing platform and how it integrates with third-party products will give you an edge during interviews, as you'll be able to speak knowledgeably about the software you'll be supporting.
✨Tip Number 2
Brush up on your technical skills, especially in HTML, CSS, and SQL. Even if you're not a developer, having a basic understanding of these languages will help you communicate effectively with both clients and internal teams when troubleshooting issues.
✨Tip Number 3
Prepare for scenario-based questions that assess your problem-solving abilities. Think of examples from your past experiences where you've successfully resolved complex issues, as this will demonstrate your capability to handle the high-pressure environment mentioned in the job description.
✨Tip Number 4
Show your passion for live events! Whether it's through personal anecdotes or your enthusiasm for the industry, conveying your genuine interest in the world of live entertainment can set you apart from other candidates who may not share the same level of excitement.
We think you need these skills to ace Product Support Analyst
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Product Support Analyst position. Tailor your application to highlight relevant experiences that align with these expectations.
Highlight Technical Skills: Emphasise your technical skills, especially any experience with SaaS support, HTML, CSS, or SQL. Provide specific examples of how you've used these skills in previous roles to solve problems or assist clients.
Showcase Communication Abilities: Since strong communication skills are essential for this role, include examples of how you've effectively communicated technical information to non-technical audiences. This could be through past job experiences or projects.
Express Passion for Live Events: Demonstrate your enthusiasm for live events and the ticketing industry in your application. Share any personal experiences or insights that connect you to SeatGeek's mission and values.
How to prepare for a job interview at Authentic8
✨Understand the Product
Before your interview, take some time to familiarise yourself with SeatGeek's products and services. Knowing how their ticketing system works and being able to discuss it will show your genuine interest in the role and the company.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved technical issues. Be ready to explain your thought process and how you approached each problem, as this is crucial for a Product Support Analyst.
✨Communicate Clearly
Since the role involves explaining technical information to non-technical clients, practice articulating complex concepts in simple terms. This will demonstrate your strong communication skills, which are essential for the position.
✨Demonstrate Resilience
Be prepared to discuss how you handle challenging situations, especially during high-pressure calls. Sharing specific instances where you maintained a positive attitude can highlight your resilience and suitability for the role.
