Customer Support Specialist I

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver tier-one support for OnBoard, Govenda, eScribe, and associated products to both customers and internal staff.

• Address customer inquiries and resolve issues through various channels including ticketing systems, email, chat, phone, web, and virtual meetings.

• Diagnose software, configuration, access, and technical issues.

• Prioritize support requests and provide timely updates regarding status, progress, and resolutions.

• Achieve first-response and service-level agreement targets.

• Escalate intricate issues with thorough documentation, including problem statements, reproduction steps, and environmental details.

• Assist customers in navigating products, utilizing features, understanding workflows, and adhering to best practices.

• Create and maintain knowledge articles for both internal use and customer reference.

• Identify recurring problems, customer pain points, and training needs.

• Collaborate with Customer Success Managers and other internal teams to achieve customer success.

• Utilize AI tools responsibly to enhance productivity, research, ticket quality, and overall customer experience.

• Engage in quarterly trend assessments and continuous improvement initiatives.

• Safeguard customer data and adhere to company security protocols.

• Work standard hours from 8:00 AM to 5:00 PM, Monday through Friday, including rotating on-call duties.

• Report directly to the Director of Customer Support.

⛳️ Requirements

• At least 3 years of experience in customer support, technical support, SaaS support, or similar customer-facing roles.

• A minimum of 2 years of experience using ticketing platforms such as Zendesk, ServiceNow, BMC Helix, Freshdesk, or comparable case management tools.

• A strong customer service orientation with a genuine passion for helping customers achieve success.

• Proven experience working collaboratively with Product, Engineering, QA, and Customer Success teams.

• Excellent technical documentation and writing skills.

• Ability to de-escalate customer issues and maintain composure under pressure.

• Basic understanding of APIs, SSO, browser troubleshooting, HAR files, and browser logs is preferred.

• Familiarity with monitoring tools such as Datadog, Grafana, or Prometheus is preferred.

• Proficiency with AI tools, particularly generative AI platforms such as ChatGPT, Claude, Gemini, or similar tools is preferred.

• Availability to work assigned U.S. business hours and participate in rotating after-hours and weekend on-call duties.

• Must ensure the protection of customer data and comply with company security policies.

🏝️ Benefits

• Fully remote work with company-provided equipment (laptop, software, etc.).

• Employment with a growing, casual, fun, and philanthropic-minded company.

• Comprehensive medical and prescription drug plan options, as well as dental and vision plan offerings (for U.S. based employees).

• Employer contributions to Health Savings Account (HSA) for eligible high-deductible healthcare plan participants.

• Medical Flexible Spending Accounts available.

• Dependent Care Flexible Spending Accounts available.

• Basic life insurance coverage of $50,000 or 1X salary, whichever is higher.

• Short- and long-term disability and Accidental Death and Dismemberment benefits at no cost (for U.S. based employees).

• 401K Retirement Savings Plan with automatic enrollment and company match up to 4% (for U.S. based employees).

• Paid Time Off (PTO) and holidays.

• Employer-paid life and accidental death insurance (for Canada based employees).

• Contribution to Health Care Spending Account (for Canada based employees).

• Dependent life insurance options (for Canada based employees).

• Optional life insurance available (for Canada based employees).

• LTD insurance coverage (for Canada based employees).

• Drug and paramedical coverage (for Canada based employees).

• Dental insurance (for Canada based employees).

• Vision insurance (for Canada based employees).

• Employee Assistance Program (for Canada based employees).

• Superannuation rate of 12% (for Australia based employees).

• Monthly stipend of $400 AUD for private medical insurance (for Australia based employees).

• Pension with an employer contribution of 8% of basic salary, effective from Day 1 (for UK based employees via EPG).

• Private medical insurance (for UK based employees).

• Life assurance coverage (for UK based employees).

• Income protection insurance (for UK based employees).

• Critical illness coverage (for UK based employees).

• Employee Assistance Programme (for UK based employees).

• Serious illness benefits (for UK based employees).

• Help@Hand services (for UK based employees).

• Cashplan coverage (for UK based employees).