Software Support Specialist

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    "datePosted": "2026-03-16",
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    "description": "<p><br></p>\n<p><span style=\"font-weight: bold\">Overview</span></p>\n<p>The Software Support Specialist role is part of EventConnect’s Operations team and is designed to build deep hands-on knowledge of our software, customers, and business operations through direct day-to-day support experience.</p>\n<p><br></p>\n<p>This role is a strong fit for someone early in their career who is interested in technology, software products, and solving real customer problems in a fast-moving environment.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">About The Role</span></p>\n<p>As a Software Support Specialist, you will be a member of the Operations team, helping customers successfully use the EventConnect platform while developing a strong understanding of the workflows that drive our business.</p>\n<p><br>This role offers meaningful exposure to product behaviour, customer pain points, process gaps, and the day-to-day realities of supporting a live software platform. Strong performance may create future opportunities for broader growth within EventConnect, including technical roles, depending on performance, business needs, and role availability.<br></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Key Responsibilities</span></p>\n<p>• Provide Tier 1 technical and functional support for EventConnect users by phone, email, chat, and ticketing systems<br>• Troubleshoot reservation, event, and workflow-related issues and help guide users through platform questions and configuration needs<br>• Reproduce, diagnose, and resolve customer-reported issues, escalating more complex bugs or feature requests to Product or Engineering with clear and accurate documentation<br>• Support customers and internal teams with key workflows, including EMS/EMC, reservations, event setup, and related operational processes<br>• Document support interactions, known issues, workarounds, and process improvements in internal knowledge bases and support materials<br>• Monitor support queues, prioritize incoming requests, and meet team KPIs related to response times, resolution quality, and customer satisfaction<br>• Identify recurring issues, workflow friction, and opportunities for better documentation, process improvement, or internal tooling<br>• Contribute to support playbooks, training materials, and internal process refinement based on customer patterns and day-to-day operational experience<br>• Collaborate with Customer Success, Product, and Engineering teams to share customer insights and help improve the platform over time</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Required Skills/Qualifications</span></p>\n<p>• Development background through work experience, personal projects, bootcamp or certification, or formal training<br>• Familiarity with at least one programming language, scripting, or building small applications<br>• Strong written and verbal communication skills<br>• Strong problem-solving skills, curiosity, and persistence<br>• Interest in software, technology, and digital products<br>• Ability to learn new systems, workflows, and tools quickly<br>• Customer-focused mindset with empathy, patience, and professionalism<br>• Ability to manage multiple priorities in a fast-paced environment<br>• Ability to work both independently and collaboratively as part of a team</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Why Join EventConnect</span></p>\n<p>• Be part of a growing company building software for the sports and event industry<br>• Gain deep product knowledge and firsthand exposure to how customers use the platform every day<br>• Work in a collaborative environment where support, operations, and product knowledge are valued<br>• Competitive compensation, benefits, and professional development opportunities</p>\n<p><br><span style=\"font-weight: bold\">Equal Opportunity</span></p>\n<p>EventConnect welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates during all aspects of the selection process.<br><br></p>\n<p>If a candidate is selected for an interview, please inform EventConnect of any required accommodations. If an applicant or successful candidate requests accommodation, adjustments will be made to support their specific needs.</p>",
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