Technical Account Support

TECHNICAL ACCOUNT SUPPORT

COMPANY SUMMARY

Our mission is to fill every seat and make the event experience magical for fans.

Lyte is a technology platform for venues and event owners to take control of their ticketing experience, giving them tools they need to keep their venues full and their fans happy. Lyte is an extension of the primary box office and seamlessly integrates with the primary ticketer, reducing fraud, driving down no-show rates and delivering real savings to fans.

This is an excellent opportunity to join a rapidly growing global company with an exciting mission, great benefits and perks.

MARKET OPPORTUNITY

Lyte has an opportunity to radically improve the customer experience in a sector that has seen fundamentally little innovation over the last three decades. Lyte’s three-sided marketplace is both reducing risk and redefining the customer experience in a way that grows the overall market. More than a dozen of the world's top primary ticketing companies have integrated Lyte into their platforms, including AEG's Elevate, Live Nation's Front Gate, and Eventbrite.

POSITION OVERVIEW

As a Technical Account Support member you will be an expert in the setup & functionality of all Lyte products & features. You will work in conjunction with the Sales & Client Services team to gather necessary information from all event partners to properly configure product launches and implement yield management strategies.

A successful Technical Account Support member will be extremely detail oriented, thorough and ensure total accuracy and adherence to all Lyte configuration standards. The role is crucial to the success of all Lyte events.

RESPONSIBILITIES:

• Maintain full comprehension of our products, configuration for a portfolio of events from initial engagement through the end of the event, & troubleshoot product bugs as needed.
• Gather event details via email, project management tools, and through meeting attendance with internal and external stakeholders to ensure proper understanding of details for configuration of launches
• Set proper timeline expectations based upon event build complexity and launch requirements
• Support internal Lyte development teams by providing User Acceptance Testing setup and execution
• Define and meet timelines around event configuration & yield management strategies that align with internal SLAs
• Be fluent in our shared Project Management tool and contribute to our shared knowledge base & documentation
• Develop and maintain excellent working relationships with all internal and external teams
• Share ideas for new features and products and suggest workflow improvements
• Support internal departments & clients with general questions, support and troubleshooting
• Execute and complete other duties as assigned.

REQUIREMENTS AND QUALIFICATIONS:

• H.S. diploma or equivalent required
• 2+ years’ experience in SaaS industry is highly desirable
• Ability to self-start and complete tasks independently
• Capacity to multitask and execute multiple launches simultaneously
• Possess an aptitude of creativity & problem solving
• Computer savvy and aptness to learn new technologies quickly
• Basic HTML skills a plus
• Strong communication skills, including presentation, written and listening
• Excellent organizational skills and attention to detail
• Demonstrated ability to be self-directed, take initiative, be proactive, motivated, have good attendance, multi-task, see solutions, and understand the duties needed to be performed with basic instruction
• Ability to work flexible hours, as needed, including nights and weekends.

CULTURE & COMMUNITY

Our team is working every day on the mission to “fix our house.” We coalese around building a truly diverse and equitable workplace, and supporting Lyte’s goal of being a company that is antiracist, feminist, and promotes LGBTQ+ inclusion and allyship through education and activation within our community.

We continuously strive to hire and engage diverse teammates from all backgrounds, experiences and perspectives with the goal of being consistent with the diversity of the fans that we serve; we believe that having a growth mindset is imperative as we build an organization that is fully inclusive and psychologically safe for all.