Customer Support Specialist I
New
O
OnBoardBoard Management Software
Based our Eastern or Central Time Zones in the United States, Eastern or Central Time ZonesFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- Minimum 3+ years of experience in customer support, technical support, SaaS support, or related customer-facing roles.
- Required Skills
- RESTful APIsZendeskServiceNowDatadogGenerative AI
Requirements
- Minimum 3+ years of experience in customer support, technical support, or SaaS support.
- Minimum 2+ years of experience using ticketing platforms like Zendesk, ServiceNow, or similar.
- Strong customer service mindset.
- Experience collaborating with Product, Engineering, QA, and Customer Success teams.
- Strong technical documentation and writing skills.
- Ability to de-escalate customer concerns.
- Basic knowledge of APIs, SSO, browser troubleshooting, HAR files, and browser logs.
- Familiarity with monitoring tools such as Datadog, Grafana, or Prometheus.
- AI fluency with experience using generative AI tools like ChatGPT or Claude.
Responsibilities
- Resolve customer issues, answer customer questions, and provide product support for OnBoard, Govenda, and related platforms.
- Troubleshoot software, configuration, access, and technical issues.
- Prioritize support cases and provide timely customer updates.
- Meet first response and service level expectations.
- Escalate complex issues with documentation and reproduction steps.
- Assist customers with product navigation, features, and workflows.
- Create and maintain internal and customer-facing knowledge articles.
- Identify recurring issues, customer pain points, and training opportunities.
- Partner with Customer Success Managers to support customer outcomes.
- Use AI tools responsibly to improve productivity and research.
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