Support Specialist, Level 1

Zoom

Level 1 Support Specialist handling support tickets for OpenExchange's virtual events technology. Responsible for resolving issues, onboarding users, and managing product queries.

Posted 6/10/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesJunior💰 $58,000 - $70,000 per yearWebsite

About the role

Key responsibilities & impact

Handle user onboarding and offboarding requests
Process hardware and software requests, coordinating with relevant teams
Troubleshoot common IT issues
Act as the first line of response for product-related tickets
Gather the right information from the reporter
Resolve straightforward product queries
Create and manage user accounts across OE platforms
Review post-event issue tickets raised by internal teams
Carry out routine Salesforce admin tasks including merging duplicate records
Use the Product Knowledge Base as the go-to resource for issue resolution

Requirements

What you’ll need

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

Benefits

Comp & perks

Fully Remote
A front-row seat to a specialist virtual events technology business serving investment banks and corporate IR teams
A supportive team environment with a clear development path
Remote working flexibility

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

user onboardinguser offboardinghardware requestssoftware troubleshootinguser administrationticketing systemCRM systemSalesforce administrationissue resolution

Soft Skills

communicationproblem-solvingcoordinationinformation gathering