Support Specialist - L1/L2

Role Purpose

Provide Level 1 and Level 2 application support for the FIFA Connect Platform (FCP) and FIFA Connect Competition Management System (FCMS), ensuring high-quality multilingual support for FIFA Member Associations through timely issue resolution, user training and service excellence.

Key Responsibilities

• Provide Level 1 and Level 2 support for FCP and FCMS, ensuring incidents and service requests are resolved within agreed SLAs.
• Act as the primary point of contact for Member Associations, delivering support via email, phone and video conferencing.
• Troubleshoot functional and technical issues, performing initial diagnosis and resolution where possible.
• Receive and manage incidents escalated from Tier 1 Support, providing in-depth troubleshooting and root cause analysis for complex application, software and integration issues.
• Resolve configuration-related issues, perform process restarts where required, and coordinate with the hosting provider for infrastructure or hardware-related incidents.
• Escalate product defects and complex technical issues to development teams, working collaboratively to ensure timely resolution.
• Manage, prioritize and track incidents through the Support Management Solution (e.g., Freshdesk or equivalent), ensuring accurate documentation and timely communication with stakeholders.
• Deliver remote and on-site user training, support onboarding activities and provide guidance on system functionality and best practices.
• Support application releases through testing, validation and post-deployment verification.
• Contribute to knowledge articles, user documentation and continuous service improvement initiatives.

Skills & Experience

• 5+ years experience in customer and related application support.
• Experience using ITSM/support management tools (e.g., Freshdesk, Jira, ServiceNow or equivalent).
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent customer service and communication skills.
• Experience supporting enterprise web applications is preferred.

Language Requirements

Mandatory (Read/Write and Speak).

• Fluent English.
• Fluency in Spanish or French.

Desirable

• Portuguese, Arabic or Russian.

Working Requirements

• Support a 24x5 global service model across Asia/Oceania, Europe/Africa and the Americas.
• Participate in weekend emergency standby and holiday coverage when required.
• Willingness to travel internationally to deliver on-site training and support for Member Associations.
• Prioritize support for FIFA Member Associations and Regional Associations while maintaining agreed service levels.

Key Competencies

• Customer Focus
• Incident & Problem Management
• Technical Troubleshooting
• Communication & Stakeholder Management
• Collaboration & Teamwork
• Time Management & Prioritization
• Continuous Improvement
• Adaptability in a Global Support Environment