Software Support Specialist

About this role

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.

• This job posting is for an existing vacant position.