Support Specialist (Skybox)

Support Specialist (Skybox)

Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In's top places to work in 2025, we believe that our people are our greatest competitive advantage. To support our people, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation. We believe in harnessing emerging technology to power performance and unlock creativity. As part of our culture of innovation, we actively embrace the use of AI tools to enhance decision-making, improve workflows, and produce better outcomes for our customers.

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

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: Tuesday-Saturday 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. This role will require you to be on-site two days a week.

Our Commitment: We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.