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Customer Support Specialist I - Remote
Full-time
The Customer Support Specialist I provides tier-one support for OnBoard, Govenda, and related products. This role troubleshoots software and technical issues, resolves customer problems, delivers an excellent customer experience, and becomes a subject matter expert on supported products across email, chat, phone, web, and meeting tools while meeting service level expectations.
Key Responsibilities
Resolve customer issues and provide product support through ticketing systems, email, chat, phone, and virtual meetings.
Troubleshoot software, configuration, access, and technical issues, meeting first response and SLA expectations.
Escalate complex issues with clear documentation and create/maintain knowledge articles.
Identify recurring issues, customer pain points, and training opportunities.
Use AI tools responsibly to improve productivity, research, ticket quality, and customer experience.
Partner with Customer Success Managers and internal teams and participate in quarterly trend reviews.
Skills and Experience
3+ years in customer support, technical support, SaaS support, or related roles.
2+ years using ticketing platforms such as Zendesk, ServiceNow, BMC Helix, or Freshdesk.
Basic knowledge of APIs, SSO, browser troubleshooting, HAR files preferred.
AI fluency with experience using generative AI tools such as ChatGPT, Claude, or Gemini to improve productivity and communication quality preferred.
