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Added 21 mins ago
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EventConnect

Software Support Specialist

London, ON, Canada

Apply by: Oct 14, 2026
Posting language: English
Posted: May 7, 2026

Apply About employer

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Original 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.

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More about this job

Responsibilities

Provide Tier 1 support to EventConnect users by troubleshooting platform, reservation, event, and workflow issues, documenting resolutions, and escalating complex bugs or feature requests. Monitor support queues and performance metrics, identify recurring customer and process issues, and collaborate with internal teams to improve documentation, workflows, and the platform.

Requirements

Candidates should have a development background through work, personal projects, training, a bootcamp, or certification, and familiarity with at least one programming language, scripting, or small-application development. Strong communication and problem-solving skills, curiosity, customer empathy, adaptability, and the ability to manage priorities independently and collaboratively are required.

Skills

Tier 1 Technical Support
Customer Support
Troubleshooting
Issue Diagnosis
Issue Documentation
Programming
Scripting
Problem-Solving
Written Communication
Verbal Communication
Customer Empathy
Prioritization
Knowledge Base Documentation
Process Improvement
Cross-Functional Collaboration

Benefits

Competitive Compensation
Benefits
Professional Development Opportunities

Visa sponsorship

Not detected in the job text

Keywords

EventConnect
Software Support
Tier 1 Support
Technical Support
Functional Support
Customer Support
Event Management
Reservations
Event Setup
EMS/EMC
Troubleshooting
Programming Languages
Scripting
Small Applications
Ticketing Systems
Support Queues
Knowledge Bases
Support Playbooks
Customer Satisfaction
Response Time KPIs
Issue Escalation
Bug Reporting
Feature Requests
Product Operations
Process Improvement
Internal Tooling
Customer Success
Product
Engineering
Sports and Events Industry

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