Customer Support Specialist I
New
O
OnBoardBoard management software
Remote - United States, 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.Full-TimeEntry
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 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.
- Required Skills
- RESTful APIsZendeskServiceNowTechnical supportCustomer support
Requirements
- Have at least 3 years of experience in customer support, technical support, SaaS support, or related customer-facing roles.
- Have at least 2 years of experience using ticketing platforms such as Zendesk, ServiceNow, BMC Helix, Freshdesk, or similar case management tools.
- Bring a strong customer service mindset.
- Have experience collaborating with Product, Engineering, QA, and Customer Success teams.
- Have strong technical documentation and writing skills.
- Be able to de-escalate customer concerns and remain calm under pressure.
- Basic knowledge of APIs, SSO, browser troubleshooting, HAR files, and browser logs is preferred.
- Familiarity with Datadog, Grafana, or Prometheus is preferred.
- Experience using generative AI tools such as ChatGPT, Claude, or Gemini is preferred.
- Be available for assigned schedules aligned primarily to U.S. business hours and rotating after-hours and weekend on-call coverage.
Responsibilities
- Resolve customer issues 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 on status, progress, and resolution.
- Meet first-response and service-level expectations.
- Escalate complex issues with documentation of the problem, reproduction steps, 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 and participate in trend reviews and continuous improvement initiatives.
View Full Description & ApplyYou'll be redirected to the employer's site
