Support Specialist, Level 1

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Serve as the initial point of contact for product-related inquiries across OE Central, Passport, OE Stream, Podium, and associated platforms.

• Collect information, replicate issues when feasible, and evaluate severity and impact.

• Address straightforward product inquiries and configuration issues by utilizing the Product Knowledge Base.

• Escalate intricate or unresolved product concerns with comprehensive, documented context.

• Generate and oversee user accounts across OpenExchange platforms.

• Manage CSV schedule uploads, handle blueprint and template management, and execute standard setup requests.

• Process onboarding and offboarding requests, configure access, and ensure accounts are ready for day one.

• Handle hardware and software requests in collaboration with relevant teams.

• Troubleshoot common IT problems using available resources, AI tools, and the Knowledge Base.

• Review and accurately categorize post-event issue tickets.

• Direct issues to Product, Delivery, or IT teams as necessary.

• Conduct routine Salesforce administration, including merging duplicate records and modifying orders.

• Uphold data quality and flag any anomalies.

• Document ticket resolutions and identify gaps within Knowledge Base articles.

• Manage the ticket queue within expected SLAs while delivering exceptional service to both internal and external customers.

⛳️ Requirements

• Minimum of 1 year of experience in a support, helpdesk, or operations role.

• Familiarity with IT support responsibilities such as user administration, hardware requests, or software troubleshooting.

• Proficiency in using a ticketing or CRM system (e.g., Freshdesk, Zendesk, Salesforce, Jira).

• Experience in a SaaS, virtual events, or technology services setting is advantageous.

• Well-organized and methodical, capable of managing a diverse and fast-paced ticket queue.

• Strong written and verbal communication abilities.

• Comfortable with software products and quick to learn new tools.

• Ability to recognize when to escalate issues appropriately.

• Positive attitude towards AI tools.

• Team-oriented approach to sharing knowledge.

• Availability for 15–40 hours per week during UK business hours.

• Willingness to become knowledgeable about all OpenExchange products within the first 90 days.

• Prepared to build confidence with the Product Knowledge Base.

• Eager to develop an understanding of the client base and platform environments.

🏝️ Benefits

• Flexibility for remote working.

• Comprehensive training provided.

• Clear path for development.

• A dynamic and varied role that offers real ownership from day one.

• Supportive team environment.

• Opportunity to be at the forefront of a specialist virtual events technology business serving investment banks and corporate IR teams.