Product Support Analyst

2+ years of experience in technical software support for a SaaS company or similar. Strong communication skills to convey technical information to non-technical audiences. Basic knowledge of HTML, CSS, one or more computer languages, and basic SQL is a plus. Resiliency and ability to remain positive during challenging calls. Ability to work independently and creatively to resolve complex issues in a dynamic environment. Passion for live events and software (SaaS) support. Ability to work one weekend in rotation and participate in rotating after-hours on-call.

Receive, replicate, and analyze software support requests from clients via phone, chat, and email. Log all relevant information in the support ticket system and keep case information up to date. Investigate software application issues using knowledge base, past cases, and team collaboration. Adjust issue priority based on guidelines and move them to appropriate queues. Escalate issues to internal teams with replication steps, screenshots, and log files (~20% of cases). Oversee assigned support cases, track development fixes/product requests, and communicate with clients and teams. Maintain up-to-date knowledge of SeatGeek products and integrations through training and self-learning.