WHAT YOU NEED TO KNOW

• Minimum of 2 years in software product support in a remote environment
• Prior Ticketmaster or ticketing experience required
• Advanced product knowledge and understanding of the developer’s language, such as SQL, HTML, XML or a programming language
• Excellent communication skills
• Attention to detail and ability to analyse and solve problems
• Proficient on Microsoft Office
• Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload.

• Expert level support focusing on external and internal escalated issues via Salesforce
• Subject matter expert in one of more of our products
• Participate in product meetings and work directly with developers on the most complex of issues helping find the root cause of an issue
• Create and update Knowledge Articles as needed.
• Take lead on special projects for a specific product(s) as needed
• Have in depth product knowledge used to advise internal teams on how to best use a product(s).
• Have knowledge of how our other products work that Product Solutions supports, so that you can still support them, especially focusing on those that interact with your core product(s).
• Log all work via Salesforce
• Potential to work some weekends/holidays—rotating basis.
• Goal of resolving the highest percentage possible, thus reducing the time of a product manager, QA or development spent doing support