Technical Support Specialist

Responsibilities

• As a Sky Box Support Associate (Tech Support Specialist ), you will be a support expert for Vivid Seats and our innovative cloud-based platform Sky Box
• Improving, promoting, training, and providing solutions for users on the Sky Box platform
• Act as the front-line communication for our users recognizing, researching, and resolving issues
• Solve technical issues for our users to ensure product is performing to expectations
• Demonstrate accuracy and thoroughness by looking for ways to improve and promote quality within our product
• 30 days in
• Complete new hire orientation, gaining the resources you need to be successful
• Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our users
• Acclimate to team and company norms, business objectives, and Vivid Seats values
• Learn about our internal POS system Skybox and its functionality
• Familiarize yourself with user technical support cases through phone, chat, and email submission
• 90 days in
• Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiency
• Maintain, foster, and aid internal and external relationships to progress and advance objectives
• Achieve understanding of prioritizing requests through Skybox to ensure highest level of service
• Learn to research escalated issues and best solutions to provide
• 180 days in
• Apply methods to execute individual tasks that positively impact the team
• Play an active role in continued learnings to advance skill sets necessary for team goals
• Grow expertise within the Skybox platform and how to promote and train our users
• Impact the product development cycle by performing QA testing and providing demos to users

• Your Future:
  We care about what’s ahead for you. From competitive retirement and savings programs, to continuing education opportunities, and rewarding performance incentives, our goal is to grow your future in meaningful and sustainable ways.
• The Basics:
  We’ve got you covered with a variety of health, dental and vision packages to meet your needs: BCBS PPO, HSA and HMO plans, mental health and telehealth programs.
• Recharge:
  We know employees who refresh, restore, and take time for life’s significant moments enjoy their work and are more productive. PTO, mental health days, and maternity/paternity policies give you the flexibility to make the most of your planned time off.
• Winning Together:
  We celebrate wins and stay connected as a team. Our teams are recognized in company-wide town-halls, hackathons, and product demos and enjoy in-office happy hours, holiday and summer events, and company sponsored sports leagues and competitions.
• Health = Happy:
  We are committed to a healthy lifestyle. We cover gym membership fees, host wellness weeks, provide plenty of nutritious snacks, cater smart choice lunches, provide access to on-site treadmill desks, bike storage, fitness classes, and inspiring office spaces where mindfulness can thrive.
• Convenient:
  We make work a little easier, providing hybrid working arrangements at accessible office locations. When you are in the office, you’ll have the tools (company provided laptops, monitors, software), room for ideas (open floorplan with plenty of meeting rooms, quiet areas, and whiteboards), and coffee. We’re talking good coffee.

• Experience working in a technical support role or similar field
• Excellent verbal, written, and interpersonal communication skills
• High attention to detail and strong organizational skills
• Ability to prioritize and provide support in a timely manner