Offer summary

Qualifications:

Experience in the full development lifecycle of a software product., 1-2 years of professional experience in a technical support role., Strong organizational and time management skills to prioritize tasks effectively., Knowledge of HTML and experience with ticketing systems are highly valued..

Key responsabilities:

Execute the support schedule and prioritize the support queue and development tickets.

Triage inbound support inquiries and assign follow-up actions as necessary.

Work cross-functionally to meet the needs of various business units.

Maintain and update knowledge base articles and troubleshooting guides for accuracy.

Job description

Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

The Technical Support Associate will work closely with the Manager, Technical Support in assessing software solutions that are being used by clients every day. They take ownership of our existing test framework in a very hands-on role, implementing testing plans with a focus on manual testing and bug triaging of the product during the development lifecycle. They are a part detective, part problem solver; adept at finding corner cases in complex data-driven applications to would-be bugs before they ever reach our customers and finding the root cause of issues reported by users. They also need to be great communicators who love to work on solving problems with diverse, collaborative, and brilliant teams.

The Technical Support Associate will report to the Manager, Technical Support and is responsible for executing the support schedule, prioritizing the support queue and the corresponding development tickets. While supporting the Manager, Technical Support in ensuring that troubleshooting, resolution and development are all moving forward in a timely manner, the Technical Support Associate will also liaise with different teams to gain insight into their needs. This is a great opportunity to develop your technical skills and learn to prioritize delivery tasks based on the needs of the business.

Essential Functions & Responsibilities

Providing access to internal stakeholders on relevant technologies.
Identify new process improvement and automation opportunities.
Triage of inbound support inquiries and assign follow-up as necessary.
Prioritize support tasks according to business need.
Organize and execute transactional communications.
Work cross-functionally to serve the needs of the other business units.
Maintain and update knowledge base articles, FAQs, and troubleshooting guides to ensure accuracy and consistency.
Manually test configurations in systems for which you will be responsible and ensure a seamless experience.
Communicate effectively on current projects and plans to managers.

QUALIFICATIONS And/or Experience, Knowledge, Skills, And Abilities

Have worked on the full development lifecycle of a software product.
Ability to work independently and take ownership of an existing automated test framework.
Resourceful, creative, and capable of finding multiple ways to approach an issue.
Experience and/or a desire to work with ticketing systems.
Ability to focus on executing ‘big ideas’.
Being able to embrace the unexpected and seeing obstacles as challenges rather than blockers.
Excellent organizational and time management skills with the ability to prioritize work independently under deadlines, collaborating across the team as needed.
At least 1-2 years professional experience
Knowledge of HTML highly valued

Required profile