Customer Support Specialist I

Job description

Customer Support Specialist I Function: Customer Experience Reports to: Manager, Customer Support Location: Remote, Toronto, Canada **Position Summary:** The Customer Support Specialistprovides tier one support for our products with both customers and internal employees. This position involves troubleshooting product software and technical issues for existing customers, becoming a subject matter expert of our [eScribe](https://www.escribemeetings.com/) product, and providing internal product support when needed. Our current support hours are 8:00am – 8:00pm ET (potential on-call shift from 8:00pm-11:00pm ET). You must be available to work a shift that falls within those hours and be willing to partipate in a rotation among Tier 1 team members weekly. Shifts include: - - - 8:30 AM - 5 PM EST - 10 AM - 6:30 PM EST - 11AM - 8PM EST - Potential on-call from 8 PM - 11PM ET as needed **Key Responsibilities:** - Troubleshoot software bugs and data-related issues for customers. - Troubleshoot technical issues resulting from environmental issues (i.e., network, IIS, virus scanning etc.). - Respond to customer inquiries through the support ticketing system by email, chat, telephone, and meeting software for all products. - Prioritize support cases and inform customers of ticket status, progress, and timelines throughout the process of the ticket. - Collaborate in creating articles to communicate issues, steps to resolve, and tips for customers and internal agent use. - Help customers understand and adopt new software features and enhancements. - Create documentation covering support topics, product enhancements, version upgrades, and other customer-related information. - Develop, review, and maintain knowledge articles that clearly explain issues, resolution steps, and product tips. - Contribute to AI-enabled self-service content that improves access to accurate information for customers and employees. **Skills and Experience Needed:** - 1-2 years of experience in SaaS-based product support & troubleshooting preferred. - Solid desire to help people and provide quality customer service. - Strong analytical, diagnostic, and problem-solving skills with ability to work independently and can prioritize and handle multiple outstanding tasks. - Ability to work under pressure and a tight schedule. - Capacity to work with cross-functional partners. - Knowledge of Microsoft SQL Server, Windows Server 2008-2016, IIS Web Server, HTML. - Strong technical documentation & writing skills, preferrable in Zendesk - Skill to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. - Ability to speak with customers with varying degrees of skill and knowledge. **Preferred:** - Direct experience leveraging AI (Claude, Copilot, ChatGPT) or workflow automation tooling like Zapier **Competencies:** Accountability Decision Making Adaptability Business Acumen Collaboration Leading Change Creating an Inclusive Environment Planning & Organizing Customer Focus Dealing with Ambiguity **About the Company:** Boards set the standard for what organizations can achieve. At OnBoard, our board management software helps boards function at a higher level so every organization can make a bigger difference in the world. Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 5,000 organizations and their 12,000 boards and committees in 60 countries worldwide. With customers in higher education, nonprofit, healthcare systems, government, and enterprise business, OnBoard is the leading board management provider. OnBoard has grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. Backed by JMI Equity and the acquisitions of eScribe and Govenda, OnBoard is positioned to become the industry leader in Board Management and Meeting Solutions for private and public sector entities. **Benefits and Perks:** - 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.