Open Exchange Inc
Level 1 Support Specialist
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Location: Remote in the UK
Position Overview
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: 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.
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.
Key Responsibilities
Product Support & Triage
- 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
Setup & Configuration
- 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
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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
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, 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
Required Qualifications
Experience & Background
- 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
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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
WORK SCHEDULE
- 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
Learning & Development
We will provide training, but you must be ready to:
- Become familiar with all OpenExchange products within the first 90 days
- Build confidence with the Product Knowledge Base as your primary support resource
- Develop a solid understanding of our client base and the environments in which our platform is used
- Grow into broader responsibilities over time
What We Offer
- 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
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