Product Support Specialist

Victory Live • Atlanta, GA

6d

About The Position

The Product Support Specialist is the first point of contact for clients who need attention to an issue on Victory Live’s platform. Working with the Support and Account Services teams, the specialist resolves Tier 1 technical issues for marketplaces, clients, and end users, helping keep ticket inventory moving and events running smoothly. The role involves balancing recurring daily tasks with ad hoc troubleshooting, responding clearly under pressure, and building working knowledge of Victory Live’s platform and the ticket supply chain.

Requirements

• Proficiency with Microsoft Office Suite and strong general computer literacy.
• Excellent written and verbal communication skills, including the ability to explain technical issues in plain language.
• Strong organizational and multitasking skills, with the ability to manage competing priorities.
• Strong attention to detail and time management; diligence and accuracy are essential.
• Familiarity with online ticket purchasing and ticket marketplace platforms.
• Comfort working independently and as part of a team.
• Flexibility to work occasional nights, weekends, or holidays as required.
• A positive, proactive, problem-solving mindset.

Nice To Haves

• Experience in a customer-facing technical support or help desk role.
• Familiarity with support and collaboration tools such as Zendesk, Confluence, and Slack.
• Experience working with customer relationship management or ticketing systems.
• Experience in the live events, ticketing, technology, SaaS, or e-commerce industries.

Responsibilities

• Serve as the first point of contact for client technical support, owning Tier 1 issues through resolution and escalating when needed.
• Respond to inquiries from marketplaces, clients, and end users by phone and email.
• Build and apply a working knowledge of Victory Live’s software and operations.
• Learn to support ticket supply chain logistics, from inventory ingestion through sale and fulfillment.
• Source and manage inventory across primary and secondary marketplaces.
• Assist with manual processes as needed and flag repetitive tasks that could be improved or automated.
• Balance recurring support tasks with ad hoc troubleshooting, prioritizing by urgency and client impact.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed