Brendan C.
Product Support Analyst @SeatGeek
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WORK HISTORY
Product Support Analyst @SeatGeek
Achievements• Customer CSAT average rating since starting 4.9/5• Case quality assurance score 99%• Last employee evaluation I achieved Consistently Exceeding which is the 2nd highest.• Closing 50 GA4 cases with no prior GA4 knowledge.Mentoring new Team Members:• Getting team members ready and equipped for their new role and preparing them for the challenge ahead and help them be the best Analyst they can be.Technical Support:• Troubleshoot incoming support requests from high-profile clients like Manchester United, Manchester City, and Liverpool via phone, chat, and email.• Utilize Salesforce to manage cases efficiently and maintain a 99% case quality assurance score.• Test software applications and identify bugs in a test environment before deployment. Collaborate with the development team for resolution.• Investigating API and other third-party application issues relating to payments, access control and SSO.Client Management:• Provide exceptional support to all SeatGeek Enterprise clients, ensuring their needs are met and exceeding expectations.• Manage ongoing support cases through clear communication, investigation, and collaboration with clients and internal teams.Internal Collaboration:• Escalate complex issues using Jira and manage bug tickets with second-line support, engineers, and the product team.• Maintain open communication with the client throughout the escalation process, setting clear expectations.Third-Party Integrations• Access Control: Skidata, Fortress, Teamcard• Single Sign-on: Sports Alliance, IDM• Payment Providers: Spreedly, Adyen, Access Paysuite, WorldpayTools:• Jira/Confluence• Gitlab• Test Studio for server trace investigations.• Datadog• Salesforce Support• Datadome• Nomad moving to Kubernetes for container management.• Amazon S3 for website management• Queue-It for onsale queue monitoring.• Slack• Google Suite
EDUCATION
Google Analytics Academy
Digital Analytics Fundamentals, Google Analytics
Northwood School
Matric Exemption, Mathematics, Accounting, Science, Geography, Afrikaans, English
Google Analytics Academy
Google Analytics Platform Principles, Analytics
Sitec Training
NVQ Level 2, Microsoft Office Applications
Google Analytics Academy - Mobile App Analytics Fundamentals
Mobile App Analytics
Google Analytics Academy - Ecommerce Analytics
Ecommerce Analytics - From Data to Decisions
Damelin Management School
Management Certificate, Human Resource Management, Business & Marketing
The University of Salford
BSc (Hons), Business and Information Systems
SKILLS
ABOUT BRENDAN C.
I am a very hard-working and self-motivated Product Support Analyst. Customers come first to me and I will always go the extra mile to help all my customers internally or externally and exceed their expectations. I am an excellent communicator both written and verbal and can communicate with anyone at any level. I have an excellent eye for detail and take pride in all work I do. I understand the importance of building relationships with my customers, teammates, and other departments. I am a natural problem solver and enjoy finding a resolution to a problem. I have always worked with KPIs and enjoy having targets as it gives you something to work towards and a measure of how you are performing. I have excellent organisation and time management skills and can work to and meet deadlines and targets. I have used many Customer Relationship Management systems and support tools and currently use Salesforce and have a good knowledge of all Microsoft Office applications. I am technically minded and can learn how to use new systems quickly. I have supported different SAAS applications as well as dealt with EPOS hardware and software. I am accustomed to using back-end tools to help with web issues and administration.I am looking to relocate to Spain under the Digital Nomad Visa which does not require payment via a Spanish organisation and payment can be paid through UK PAYE. I am more than happy to provide details of the visa requirements.
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