Tech Support Specialist (Skybox)

The Opportunity: As a SkyBox Support Associate (Tech Support Specialist), you will be a support expert for Vivid Seats and our innovative cloud-based platform SkyBox. This is a unique opportunity to work on a tight-knit team with direct involvement in the product development cycle and assisting our users to ensure we are delivering the best industry experience.

How your role contributes to the success of Vivid Seats:

• Improving, promoting, training, and providing solutions for users on the SkyBox 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.

How your role expectations will progress as a Skybox Support Associate in the first 30, 90, and 180 days:

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.

What You’ll Bring:

• 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.
• Experience working in a technical support role or similar field.

Shift Schedule: Sunday-Thursday 9am-6pm 

Salary: $43,000

Vivid Seats provides competitive compensation; bonus incentives; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; remote work and snack allowances; and a variety of additional workplace perks. 

Location: Chicago, IL  

We believe in a hybrid working model which provides our workforce the flexibility to take advantage of in-person and remote collaboration. Check out our brand new HQ office, bursting with the energy of live events fandom and the vibrancy of Chicago’s rising tech scene. This role will require you to be on-site two days a week.  

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