Customer Support Specialist I

OnBoard

1d•Remote

About The Position

The Customer Support Specialist I provides tier one support for OnBoard, Govenda, ES 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.

Requirements

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.
Strong technical documentation and writing skills.
Ability to de-escalate customer concerns and remain calm under pressure.

Nice To Haves

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

Responsibilities

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
US Based Employees
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. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%.
Paid Time Off (PTO)/Holiday
CAN Based Employees Employer paid Life and Accidental Death Insurance
Contribution to Health Care Spending Account
Dependent Life Insurance
Optional Life Insurance
LTD Insurance
Drug and Paramedical Coverage
Dental Insurance
Vision Insurance
EAP
AUS Based employees Superannuation rate of 12%
Monthly stipend of $400 AUD to purchase private medical insurance
UK Based Employees (via EPG) Pension - Aegon
Passageways/OnBoard contributes 8% of the employee's basic salary
Employees can contribute up to 100% of salary subject to max limits
Enrolled from Day 1 of employment
Private Medical Insurance
Life Assurance
Income Protection
Critical Illness
Employee Assistance Programme
Serious Illness Benefit
Help@Hand
Cashplan