[Hiring] Level 1 Support Specialist @Open Exchange Inc

Role Description

The Level 1 Support Specialist is the first point of contact for the OpenExchange support team, handling incoming tickets across a 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:

• Setting up a new user account
• Investigating a post-event issue
• 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.

Qualifications

• 1+ 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

Requirements

• 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
• Act as the first line of response for product-related tickets across OE Central, Passport, OE 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
• Create and manage user accounts across OE platforms
• Handle configuration tasks including CSV schedule uploads, blueprint and template management
• Support clients and internal teams with standard setup requests, following documented processes
• Review post-event issue tickets raised by internal teams, ensuring they are accurately categorized and contain sufficient detail
• Route logged issues to the appropriate team for investigation — Product, Delivery, or IT — based on issue type
• Carry out routine Salesforce admin tasks including merging duplicate records and editing orders
• Maintain data quality standards and flag anomalies to the relevant team
• 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, drafting a response, or researching an unfamiliar error
• Understand the answer, verify it works, document it properly, and ensure the end user gets a clear, accurate response

Benefits

• A front-row seat to a specialist virtual events technology business serving investment banks and corporate IR teams
• A varied, fast-moving role with real ownership from day one
• A supportive team environment with a clear development path
• Remote working flexibility