Software Support Specialist

Job description

Overview 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. 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. About The Role 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. 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. Key Responsibilities • Provide Tier 1 technical and functional support for EventConnect users by phone, email, chat, and ticketing systems • Troubleshoot reservation, event, and workflow-related issues and help guide users through platform questions and configuration needs • Reproduce, diagnose, and resolve customer-reported issues, escalating more complex bugs or feature requests to Product or Engineering with clear and accurate documentation • Support customers and internal teams with key workflows, including EMS/EMC, reservations, event setup, and related operational processes • Document support interactions, known issues, workarounds, and process improvements in internal knowledge bases and support materials • Monitor support queues, prioritize incoming requests, and meet team KPIs related to response times, resolution quality, and customer satisfaction • Identify recurring issues, workflow friction, and opportunities for better documentation, process improvement, or internal tooling • Contribute to support playbooks, training materials, and internal process refinement based on customer patterns and day-to-day operational experience • Collaborate with Customer Success, Product, and Engineering teams to share customer insights and help improve the platform over time Required Skills/Qualifications • 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 skills • Strong problem-solving skills, curiosity, and persistence • Interest in software, technology, and digital products • Ability to learn new systems, workflows, and tools quickly • Customer-focused mindset with empathy, patience, and professionalism • Ability to manage multiple priorities in a fast-paced environment • Ability to work both independently and collaboratively as part of a team Why Join EventConnect • Be part of a growing company building software for the sports and event industry • Gain deep product knowledge and firsthand exposure to how customers use the platform every day • Work in a collaborative environment where support, operations, and product knowledge are valued • Competitive compensation, benefits, and professional development opportunities Equal Opportunity EventConnect welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates during all aspects of the selection process. 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.