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For Companies At a Glance
- Tasks: Provide top-notch technical support for our software, helping clients solve issues and improve their experience.
- Company: Join SeatGeek, a leader in modernising the ticketing industry for live events worldwide.
- Benefits: Enjoy flexible work options, generous PTO, wellness stipends, and even an equity stake in the company!
- Why this job: Be part of a passionate team that values collaboration and offers opportunities to learn and grow.
- Qualifications: 2+ years in technical support, strong communication skills, and a passion for live events are essential.
- Other info: Work remotely or in-office, with a supportive culture that embraces diversity and inclusion.
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
- 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
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.
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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 discussions with the hiring team.
✨Tip Number 2
Brush up on your technical skills, especially in HTML, CSS, and SQL. Being able to demonstrate your knowledge in these areas can set you apart from other candidates.
✨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 under pressure.
✨Tip Number 4
Show your passion for live events! Whether it's through personal experiences or your enthusiasm for the industry, conveying your genuine interest can resonate well with the interviewers.
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 of a Product Support Analyst at SeatGeek. Familiarise yourself with the technical skills required, such as knowledge of HTML, CSS, and SQL, as well as the importance of problem-solving in a SaaS environment.
Tailor Your CV: Customise your CV to highlight relevant experience in technical software support. Emphasise your problem-solving capabilities and any experience you have in a high-pressure environment, as well as your communication skills when dealing with non-technical audiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for live events and software support. Mention specific experiences that demonstrate your ability to resolve complex issues and your enthusiasm for working collaboratively with teams and clients.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a role in product support.
How to prepare for a job interview at SeatGeek
✨Understand the Product
Before your interview, make sure 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 and help you answer questions more effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved technical issues. Highlight your thought process and the steps you took to troubleshoot problems, as this role requires strong problem-solving capabilities.
✨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 and ability to connect with diverse audiences.
✨Demonstrate Resilience
Be ready to discuss how you handle challenging situations, especially during high-pressure calls. Showing that you can maintain a positive attitude and work independently under stress will resonate well with the interviewers.
