Product Support Analyst, SeatGeek
+ Equity
Ticketing platform for live events
Job no longer available
Ticketing platform for live events
501-1000 employees
Job no longer available
+ Equity
501-1000 employees
Company mission
SeatGeek’s mission is to help the world to experience more live.
Role
Who you are
- Problem-solving capabilities with 2+ years of experience working in a 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
- An interest in technology, especially software (SaaS) support
- 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
What the job involves
- 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
- 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 2nd level as necessary, 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
Otta's take
Xav Kearney
CTO of Otta
For many fans, buying tickets online can be a time-consuming and frustrating process. SeatGeek is setting out to ease this problem by powering an open entertainment industry that provides fans with greater access to experiences, while enabling teams, venues, and shows to have seamless access to their audiences.
SeatGeek launched with a laser-sharp focus on creating a customer-oriented ticketing marketplace for sports and live events. Its commitment to optimizing fan experience has helped distinguish the company from rivals, such as Ticketmaster and Live Nation, with its expanding suite of simple features that have made it the highest-rated and most trusted ticketer.
SeatGeek has secured integration partnerships with Facebook, Spotify and Snapchat, and has an impressive client list that includes the Dallas Cowboys, Manchester City FC, and the Brooklyn Nets. It continues to onboard enterprise clients, expand its international presence and release new products such as "Next Fan Up", positioning it well for future success.
Insights
Some candidates hear
back within 2 weeks
21% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Aug 2022
$238m
SERIES E
Jul 2020
$121m
SERIES D
Total funding: $462.2m
Company benefits
- Health Insurance Coverage
- Ample Paid Time Off
- 401k Matching Program
- Parental Leave - 16 weeks of leave in a 12-month period
- Health and wellness subscriptions to services like One Medical, Ginger.io and Headspace
- Regular virtual team hangs & happy hours + Company-Wide Hackathons 3-4 times per Year
- SeatGeek Monthly Ticket-Purchase Stipend
- Flexible work environment - Work as many days a week in the office as you'd like, or 100% remotely
- WFH Office Setup Stipend
Company values
- Start With Fans - When fans win, everyone wins
- Be Humbold - We're bold, but humble
- Pull Back The Curtains - We put outsized focus on building the most talented team possible
- Don't Do Bullsh*t Work - If unchecked, every job results in too many hours spent on bullsh*t work. We design how we work to spend the most time doing rather than preparing to do
- Stack The Lineup - Our team is our biggest unfair advantage, and the best teams bring together different backgrounds and experiences
- Play Long Ball - We take big bets on the future
Company HQ
Flatiron District, New York, NY
Articles
Founders
Jack Groetzinger
(Co-Founder & CEO)Worked as a consultant for Bain. Founded and sold another startup, Scribnia, before founding SeatGeek.
Russell D'Souza
(Co-Founder)Worked as an analyst for Monitor. Founded and sold another startup, Scribnia, before founding SeatGeek.
Eric Waller
(Co-Founder)Worked as a Web Developer at Tickerhound. Co-founded and was a Web Developer at Niqos.
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