Software Support Specialist

About the role

The Software Support Specialist joins EventConnect's Operations team and helps customers use the EventConnect platform while building a deep understanding of its workflows. It suits someone early in their career interested in technology and software products, working in a fast-moving environment. Strong performers may get future opportunities for broader growth, including technical roles.

Key responsibilities

• Provide Tier 1 technical and functional support by phone, email, chat and ticketing systems
• Troubleshoot reservation, event and workflow issues and guide users through platform questions and configuration needs
• Reproduce, diagnose and resolve customer issues, escalating complex bugs or feature requests to Product or Engineering with clear documentation
• Support customers and internal teams with workflows such as EMS/EMC, reservations and event setup
• Document interactions, known issues, workarounds and process improvements in internal knowledge bases
• Monitor support queues, prioritise requests and meet KPIs on response time, resolution quality and customer satisfaction
• Identify recurring issues and opportunities for better documentation, process improvement or internal tooling
• Contribute to support playbooks, training materials and process refinement
• Share customer insights with Customer Success, Product and Engineering teams

Required profile

• Development background through work experience, personal projects, bootcamp or certification, or formal training
• Familiarity with at least one programming language, scripting or building small applications
• Strong written and verbal communication and problem-solving skills, with curiosity and persistence
• Interest in software, technology and digital products
• Ability to learn new systems and tools quickly, manage multiple priorities and work independently and collaboratively

What we offer

• A growing company building software for the sports and event industry
• Deep product knowledge and first-hand exposure to how customers use the platform
• Competitive compensation, benefits and professional development opportunities