L1 Support Specialist

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🕒 6 days ago

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Veltris

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤖 Artificial Intelligence

🤝 B2B

Artificial Intelligence • Healthcare • B2B

Veltris is a trusted technology partner that drives innovation by leveraging digital technologies, artificial intelligence, and Industry 4. 0 capabilities. The company specializes in digital product engineering, enabling organizations across various sectors to accelerate technology transformations and develop smarter, connected products. With a design thinking approach and agile software development practices, Veltris helps clients optimize their product development processes and achieve strategic advantages in the market.

📋 Description

• Handle user onboarding and offboarding requests — setting up accounts, configuring access, and ensuring everything is in place for day one • Process hardware and software requests, coordinating with relevant teams to fulfil them • Troubleshoot common IT issues, using all available resources — including AI tools and the Knowledge Base— to find solutions; resolving what you can and escalating more complex problems to dedicated IT resource • Act as the first line of response for product-related tickets across Central, Passport, Stream, Podium, and related platforms • Gather the right information from the reporter, reproduce issues where possible, and assess severity and impact • Resolve straightforward product queries and configuration questions directly, using the Product Knowledge Base as your primary resource • Escalate complex or unresolved product issues with clear, well-documented context • Create and manage user accounts across client platforms • Handle configuration tasks including CSV schedule uploads, blueprint and template management • Support clients and internal teams with standard setup requests, following documented processes • Review post-event issue tickets raised by internal teams, ensuring they are accurately categorised and contain sufficient detail • Route logged issues to the appropriate team for investigation — Product, Delivery, or IT — based on issue type • Carry out routine Salesforce admin tasks including merging duplicate records and editing orders • Maintain data quality standards and flag anomalies to the relevant team • Use the Product Knowledge Base as the go-to resource for issue resolution — and flag gaps where articles are missing or out of date • Document ticket resolutions clearly and consistently, contributing to a reliable record of known issues and fixes • Use AI tools actively and effectively across your work — whether that’s troubleshooting an IT issue, drafting a response, or researching an unfamiliar error. • See AI as a powerful tool, but not a crutch. It is critical that you understand the answer, verify it works, document it properly, and ensure the end user gets a clear, accurate response.

🎯 Requirements

• 4+ years’ experience in a support, helpdesk, or operations role • Exposure to IT support tasks such as user administration, hardware requests, or software troubleshooting • Experience working with a ticketing or CRM system (e.g. Freshdesk, Zendesk, Salesforce, Jira) • Experience in a SaaS, virtual events, or technology services environment is a plus

🏖️ Benefits

• N/A