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AI Summary
This is a remote position.
Level 1 Support Specialist
NOTE: Work Timings - EST
Position Overview
The Level 1 Support Specialist is the first point of contact for the client support team, handling incoming tickets acrossa varied range of IT, operational, and product areas. Within a small but crucial team, you will be responsible for resolving issues you can own directly and triaging those that need to go further — getting the right tickets to the right people, fast.
This is a role for someone who is organised, methodical, and comfortable switching between different types of work: one moment you might be setting up a new user account, the next investigating a post-event issue or ensuring Salesforce data is clean and accurate. You will be responsible for managing your queue of tickets within expected SLAs, and for delivering first class service to internal and external customers.
Key Responsibilities
IT Operations & User Management
• Handle user onboarding and offboarding requests — setting up accounts, configuring access, and ensuring everything is in place for day one
• Process hardware and software requests, coordinating with relevant teams to fulfil them
• Troubleshoot common IT issues, using all available resources — including AI tools and the Knowledge Base— to find solutions; resolving what you can and escalating more complex problems to dedicated IT resource
Product Support & Triage
• Act as the first line of response for product-related tickets across Central, Passport, Stream, Podium, and related platforms
• Gather the right information from the reporter, reproduce issues where possible, and assess severity and impact
• Resolve straightforward product queries and configuration questions directly, using the Product Knowledge Base as your primary resource
• Escalate complex or unresolved product issues with clear, well-documented context
Setup & Configuration
• Create and manage user accounts across client platforms
• Handle configuration tasks including CSV schedule uploads, blueprint and template management
• Support clients and internal teams with standard setup requests, following documented processes
Event Delivery Logging
• Review post-event issue tickets raised by internal teams, ensuring they are accurately categorised and contain sufficient detail
• Route logged issues to the appropriate team for investigation — Product, Delivery, or IT — based on issue type
Salesforce Administration
• Carry out routine Salesforce admin tasks including merging duplicate records and editing orders
• Maintain data quality standards and flag anomalies to the relevant team
Knowledge & Process
• Use the Product Knowledge Base as the go-to resource for issue resolution — and flag gaps where articles are missing or out of date
• Document ticket resolutions clearly and consistently, contributing to a reliable record of known issues and fixes
• Use AI tools actively and effectively across your work — whether that’s troubleshooting an IT issue, draftinga response, or researching an unfamiliar error.
• See AI as a powerful tool, but not a crutch. It is critical that you understand the answer, verify it works,document it properly, and ensure the end user gets a clear, accurate response
Requirements
Required Qualifications
Experience & Background
• 4+ years’ experience in a support, helpdesk, or operations role
• Exposure to IT support tasks such as user administration, hardware requests, or software troubleshooting
• Experience working with a ticketing or CRM system (e.g. Freshdesk, Zendesk, Salesforce, Jira)
• Experience in a SaaS, virtual events, or technology services environment is a plus
Skills & Attributes
• Organised and methodical — able to manage a varied, fast-moving ticket queue without dropping the ball
• Clear communicator, written and verbal — clients and colleagues should always know where things stand
• Comfortable using software products and picking up new tools quickly
• Knows when to escalate — confident enough to resolve what’s in scope, disciplined enough not to overreach
• Positive attitude toward AI tools — curious about how they can make the job faster and better
• A team player who contributes to shared knowledge, not just their own queue
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