[Hiring] Customer Support Specialist I @OnBoard

Role Description

The Customer Support Specialist I provides tier one support for OnBoard, Govenda, and eScribe and related products for both customers and internal employees. This role is responsible for troubleshooting software and technical issues, resolving customer problems using our platforms, delivering an excellent customer experience, and becoming a subject matter expert on supported products. The position supports customers through email, chat, phone, web, and meeting tools while meeting service level expectations.

Current support coverage is primarily aligned to U.S. business hours, based on operational needs. Team members must be available to work assigned schedules and participate in rotating on-call coverage for after-hours and weekend support.

• Regular Hours: 8-5PM, M-F
• On Call Frequency: Once every 3 to 5 weeks
• Duration: 1 full week at a time - Thursday to Wednesday (this might change)
• Weekdays: On-call after hours from 8:00 AM to 2:00 AM
• Weekends: 24/7 on-call coverage
• Coverage: Calls come directly to your cell phone

Qualifications

• Minimum 3+ years of experience in customer support, technical support, SaaS support, or related customer-facing roles.
• Minimum 2+ years of experience using ticketing platforms such as Zendesk, ServiceNow, BMC Helix, Freshdesk, or similar case management tools.
• Strong customer service mindset with passion for helping customers succeed.
• Experience collaborating with Product, Engineering, QA, and Customer Success teams.
• Basic knowledge of APIs, SSO, browser troubleshooting, HAR files, and browser logs preferred.
• Familiarity with monitoring tools such as Datadog, Grafana, or Prometheus preferred.
• Strong technical documentation and writing skills.
• Ability to de-escalate customer concerns and remain calm under pressure.
• AI fluency with experience using generative AI tools such as ChatGPT, Claude, Gemini, or similar platforms to improve productivity, research, and communication quality preferred.

Requirements

• Resolve customer issues, answer customer questions, and provide product support for OnBoard, Govenda, and related platforms through ticketing systems, email, chat, phone, and virtual meetings.
• Troubleshoot software, configuration, access, and technical issues for customers.
• Prioritize support cases and provide timely customer updates on status, progress, and resolution.
• Meet first response and service level expectations.
• Escalate complex issues with clear documentation including problem statement, steps to reproduce, and environment details.
• Assist customers with product navigation, features, workflows, and best practices.
• Create and maintain internal and customer-facing knowledge articles.
• Identify recurring issues, customer pain points, and training opportunities.
• Partner with Customer Success Managers and internal teams to support customer outcomes.
• Use AI tools responsibly to improve productivity, research, ticket quality, and customer experience.
• Participate in quarterly trend reviews and continuous improvement initiatives.
• Protect customer data and follow company security policies.

Benefits

• Fully remote work with company provided equipment (laptop, software, etc.)
• Employment with a growing, casual, fun, philanthropic minded company
• Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.
• An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.
• Medical Flexible Spending Accounts available.
• Dependent Care Flexible Spending Accounts available.
• Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).
• Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.
• 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom.
• Paid Time Off (PTO)/Holiday