[Remote] Level 1 Support Specialist

Note: The job is a remote job and is open to candidates in USA. OpenExchange, Inc. is a specialist virtual events technology business serving investment banks and corporate IR teams. They are seeking a Level 1 Support Specialist who will be the first point of contact for support, handling incoming tickets across IT and product areas, and ensuring first-class service to customers.

Responsibilities

• 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Use the Product Knowledge Base as the go-to resource for issue resolution — and flag gaps where articles are missing or out of date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
• 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

Skills

• 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

Benefits

• Fully Remote
• Remote working flexibility #LI-OE
• A supportive team environment with a clear development path
• We will provide training

Company Overview