[Hiring] Level 1 Support Specialist @Open Exchange Inc

Role Description

OpenExchange is seeking a Part-Time Level 1 Support Specialist with dual responsibilities across Product and IT Support and Delivery Video Specialist functions, handling incoming tickets across a varied range of Product, operational, and IT 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. The position is designed as a 15 to 40-hour-per-week IT Support role. The ideal candidate will demonstrate strong technical aptitude, cross-functional collaboration skills, and the ability to perform in fast-paced, client-facing environments.

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
• 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

Requirements

• Availability of 15 - 40 hours per week is required during UK business hours.
• Flexibility to provide additional or last-minute support as operational needs arise

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