First Line Support (US)
Posted 2 days ago by 1770281850
Negotiable
Undetermined
Undetermined
New York, United States
Summary: We are seeking a First Line Support Analyst to deliver essential technical and platform support for our events technology platform. This role is vital for ensuring a seamless experience for all stakeholders involved in live events. The analyst will serve as the initial contact for platform-related inquiries, troubleshoot issues, and collaborate with various teams to maintain platform reliability. The position demands effective communication and problem-solving skills in high-pressure environments.
Key Responsibilities:
- Act as the first point of contact for all platform support requests via ticketing system, email, and live channels
- Provide timely support to event organisers, exhibitors, and internal stakeholders using the platform
- Troubleshoot and resolve common issues related to user access, configuration, content management, integrations, and event setup
- Monitor platform performance during live events and proactively identify potential issues
- Log, prioritise, and manage incidents and service requests in line with SLAs
- Escalate complex or unresolved issues to second line or engineering teams with clear documentation
- Support platform releases, updates, and event go-lives, including peak-time and live event support
- Maintain support documentation, FAQs, and knowledge base articles
- Communicate clearly and professionally with non-technical users, especially in time-critical event scenarios
Key Skills:
- Experience in technical support or customer service roles
- Strong troubleshooting and problem-solving skills
- Familiarity with event technology platforms and related software
- Excellent communication skills, both verbal and written
- Ability to work under pressure and manage time effectively
- Experience with ticketing systems and incident management
- Detail-oriented with strong organisational skills
Salary (Rate): undetermined
City: New York
Country: United States
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Role Overview
We are looking for a First Line Support Analyst to provide front-line technical and platform support for our events technology platform. This role is critical to ensuring a smooth experience for event organisers, exhibitors, partners, and internal teams before, during, and after live events.
You will be the first point of contact for platform queries and issues, responsible for troubleshooting, resolving common problems, and escalating more complex incidents to second line support. You’ll work closely with operations and event delivery teams to ensure our platform performs reliably in high-pressure, time-sensitive environments.
Key Responsibilities
- Act as the first point of contact for all platform support requests via ticketing system, email, and live channels
- Provide timely support to event organisers, exhibitors, and internal stakeholders using the platform
- Troubleshoot and resolve common issues related to user access, configuration, content management, integrations, and event setup
- Monitor platform performance during live events and proactively identify potential issues
- Log, prioritise, and manage incidents and service requests in line with SLAs
- Escalate complex or unresolved issues to second line or engineering teams with clear documentation
- Support platform releases, updates, and event go-lives, including peak-time and live event support
- Maintain support documentation, FAQs, and knowledge base articles
- Communicate clearly and professionally with non-technical users, especially in time-critical event scenarios