This is a remote position.
NOTE: Work Timings - EST
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.
- 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 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
- 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
