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For Companies At a Glance
- Tasks: Provide top-notch technical support for software applications while collaborating with clients and teams.
- Company: SeatGeek is revolutionising the ticketing industry, partnering with major sports teams and theatres worldwide.
- Benefits: Enjoy flexible remote work, generous PTO, wellness stipends, and an equity stake in a growing company.
- Why this job: Join a passionate team dedicated to live events and gain valuable tech support experience in a dynamic environment.
- Qualifications: 2+ years in technical software support, strong communication skills, and a passion for problem-solving.
- Other info: Diversity is celebrated here; we welcome applicants from all backgrounds.
The predicted salary is between 28800 - 43200 £ per year.
Join to apply for the Product Support Analyst role at SeatGeek
Join to apply for the Product Support Analyst role at SeatGeek
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.
Seniority level
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Seniority level
Entry level
Employment type
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Employment type
Full-time
Job function
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Job function
Information Technology
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Industries
Technology, Information and Internet
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Product Support Analyst employer: SeatGeek
Contact Detail:
SeatGeek 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 discuss specific features and functionalities.
✨Tip Number 2
Brush up on your technical skills, especially in HTML, CSS, and SQL. Even if you're not a coding expert, having a basic understanding of these languages will help you communicate effectively with both technical and non-technical audiences.
✨Tip Number 3
Prepare for scenario-based questions that assess your problem-solving abilities. Think of examples from your past experiences where you successfully resolved complex issues, particularly in high-pressure environments.
✨Tip Number 4
Show your passion for live events and customer support. During your interactions, express your enthusiasm for the industry and your commitment to providing excellent service, as this aligns with SeatGeek's values.
We think you need these skills to ace Product Support Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Product Support Analyst position at SeatGeek. Tailor your application to highlight relevant experiences that align with the job description.
Craft a Tailored CV: Your CV should reflect your technical support experience, particularly in SaaS environments. Emphasise problem-solving skills and any relevant technical knowledge, such as HTML, CSS, or SQL, to demonstrate your fit for the role.
Write a Compelling Cover Letter: In your cover letter, express your passion for live events and software support. Use specific examples from your past experiences to illustrate how you can provide excellent support and contribute to the SeatGeek team.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a support role.
How to prepare for a job interview at SeatGeek
✨Understand the Product
Before your interview, take the 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 experiences where you successfully resolved technical issues. Highlight your thought process and the steps you took to troubleshoot problems, 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.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific support scenarios. Think about potential challenges you might face in the role and prepare your responses, focusing on your ability to stay calm and positive under pressure.
