Product Support Specialist

Product Support Specialist

Victory Live is a private equity backed technology company aimed at maximizing distribution and yield for live event ticket inventory. We provide an end-to-end software platform for the live ticketing industry, managing thousands of sports, theater and live music event tickets on behalf of artists, promoters, teams, venues and professional resellers. Victory Live's comprehensive offerings include an established B2B marketplace along with both a full-service and an automated SaaS platform to handle all elements of the ticket sales lifecycle, from ingestion to sales fulfillment.

The Product Support Specialist is the first point of contact for our clients when something on the platform needs attention. You'll work hand in hand with the Support and Account Services teams to resolve Tier 1 technical issues for marketplaces, clients, and end users, keeping tickets moving and events running smoothly.

This role is ideal for someone who knows how ticketing works, communicates clearly under pressure, and takes pride in getting the details right. You'll balance recurring daily tasks with ad hoc issues as they come up, and you'll build a working knowledge of the Victory Live platform and the full ticket supply chain along the way.

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 all aspects of 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

Requirements

• Proficiency with Microsoft Office Suite and strong general computer literacy.
• Excellent written and verbal communication skills, with 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 in this role
• Familiarity with online ticket purchasing and ticket marketplace platforms
• Comfortable working independently and as part of a team
• Flexibility to work occasional nights, weekends, or holidays as required
• A positive, proactive, problem-solving mindset

Preferred Qualifications

• 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

Victory Live is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, Veteran status, or any other characteristic protected by state, local or federal law.