Customer Support Specialist I
New
O
OnBoardBoard Management Software
Location: Canada, 8:00am – 8:00pm ET (potential on-call shift 8:00pm-11:00pm ET)Full-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 1-2 years of experience in SaaS-based product support & troubleshooting preferred
- Required Skills
- HTMLMicrosoft SQL ServerCustomer serviceTroubleshooting
Requirements
- 1-2 years of experience in SaaS-based product support & troubleshooting preferred.
- Knowledge of Microsoft SQL Server.
- Knowledge of Windows Server 2008-2016.
- Knowledge of IIS Web Server.
- Proficiency with HTML.
- Strong technical documentation and writing skills.
- Strong analytical, diagnostic, and problem-solving skills.
- Ability to work independently and prioritize multiple tasks.
- Ability to work under pressure and a tight schedule.
- Ability to communicate with customers of varying skill levels.
- Capacity to work with cross-functional partners.
Responsibilities
- Troubleshoot software bugs and data-related issues for customers.
- Troubleshoot technical issues resulting from environmental factors such as network, IIS, and virus scanning.
- Respond to customer inquiries through the support ticketing system via email, chat, telephone, and meeting software.
- Prioritize support cases and communicate ticket status, progress, and timelines to customers.
- Collaborate on creating articles to communicate issues, resolution steps, and tips for customers and internal agents.
- Help customers understand and adopt new software features and enhancements.
- Create and maintain documentation covering support topics, product enhancements, version upgrades, and knowledge articles.
- Contribute to AI-enabled self-service content.
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