Customer Support Specialist I - Remote

OnBoard•Indianapolis, IN

2d•Remote

About The Position

The Customer Support Specialist I provides tier-one support for OnBoard, Govenda, eScribe, and related products to customers and internal employees. The role troubleshoots software and technical issues, helps resolve problems using the company’s platforms, delivers a strong customer experience, and develops subject-matter expertise in supported products. Support is provided through email, chat, phone, web, and meeting tools while meeting service-level expectations. Support coverage is primarily aligned with U.S. business hours and operational needs. Regular hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. Team members must work assigned schedules and participate in rotating on-call coverage for after-hours and weekend support. On-call coverage is typically once every three to five weeks for one full week, Thursday through Wednesday (the schedule may change). Weekday on-call coverage is listed as 8:00 a.m. to 2:00 a.m.; weekends require 24/7 on-call coverage, with calls routed directly to the employee’s cell phone.

Requirements

At least 3 years of experience in customer support, technical support, SaaS support, or related customer-facing roles.
At least 2 years of experience using ticketing platforms such as Zendesk, ServiceNow, BMC Helix, Freshdesk, or similar case-management tools.
Strong customer-service mindset and passion for helping customers succeed.
Experience collaborating with Product, Engineering, QA, and Customer Success teams.
Strong technical documentation and writing skills.
Ability to de-escalate customer concerns and remain calm under pressure.
Availability to work assigned schedules and participate in rotating on-call coverage for after-hours and weekends.

Nice To Haves

Basic knowledge of APIs, SSO, browser troubleshooting, HAR files, and browser logs.
Familiarity with monitoring tools such as Datadog, Grafana, or Prometheus.
Experience using generative AI tools such as ChatGPT, Claude, Gemini, or similar platforms to improve productivity, research, and communication quality.

Responsibilities

Resolve customer issues, answer 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 updates about status, progress, and resolution.
Meet first-response and service-level expectations.
Escalate complex issues with clear documentation, including the problem statement, reproduction steps, and environment details.
Help 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.
Work assigned schedules and participate in rotating after-hours and weekend on-call coverage.

Benefits

Fully remote work with company-provided equipment, including a laptop and software.
Medical and prescription drug plan options, plus dental and vision plans for U.S.-based employees.
Employer contribution to a Health Savings Account for employees participating in a High Deductible Healthcare Plan.
Medical and dependent-care Flexible Spending Accounts for U.S.-based employees.
Basic life insurance for U.S.-based employees, equal to $50,000 or one times salary, whichever is higher.
Short- and long-term disability and Accidental Death and Dismemberment benefits at no cost to U.S.-based employees.
401(k) retirement savings plan with automatic enrollment after 60 days and a company match of up to 4%.
Paid time off and holidays.
For Canada-based employees: employer-paid life and accidental death insurance, a Health Care Spending Account contribution, dependent and optional life insurance, LTD insurance, drug and paramedical coverage, dental and vision insurance, and an Employee Assistance Program.
For Australia-based employees: 12% superannuation and a monthly AUD $400 stipend to purchase private medical insurance.
For UK-based employees via EPG: pension contributions, private medical insurance, life assurance, income protection, critical illness coverage, Employee Assistance Programme, Serious Illness Benefit, Help@Hand, and Cashplan.