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Customer Support Specialist I

9 hours, 33 minutes ago
Canada
Full-time
Junior
Customer Support
Customer and Technical Support
HTML SQL Server
Apply Now
OnBoard

OnBoard

OnBoard offers AI-powered board management software designed to simplify governance, enhance decision-making, and streamline the processes of board meetings for leadership teams.

Internet Software & Services
251-1K
Founded 2003
$105M raised
View All Jobs 3

Description

  • Troubleshoot software bugs, data issues, and environmental problems involving networks, IIS, virus scanning, and related systems.
  • Respond to customer inquiries through ticketing, email, chat, telephone, and meeting software.
  • Prioritize support cases and communicate ticket status, progress, and resolution timelines.
  • Provide internal product support and develop subject-matter expertise across OnBoard products.
  • Help customers understand and adopt new software features and enhancements.
  • Create, review, and maintain documentation covering support topics, upgrades, issue resolution, and product tips.
  • Collaborate on knowledge articles for customers and internal support agents.
  • Contribute to AI-enabled self-service content that improves access to accurate information.
  • Work assigned shifts within 8:00 a.m.–8:00 p.m. ET and participate in rotating on-call coverage from 8:00 p.m.–11:00 p.m. ET.

Requirements

  • 1–2 years of SaaS product support and troubleshooting experience preferred.
  • Strong analytical, diagnostic, and problem-solving skills.
  • Ability to work independently, prioritize multiple tasks, and perform under pressure and tight schedules.
  • Customer-focused approach with a strong desire to provide quality service.
  • Ability to collaborate with cross-functional partners.
  • Knowledge of Microsoft SQL Server, Windows Server 2008–2016, IIS Web Server, and HTML.
  • Strong technical documentation and writing skills.
  • Ability to interpret written, oral, diagrammatic, and schedule-based instructions.
  • Ability to communicate effectively with customers with varying levels of technical knowledge.
  • Availability to work a shift within the team’s support hours and participate in rotating on-call shifts.

Benefits

  • Fully remote work with company-provided equipment.
  • Medical, prescription, dental, and vision coverage options.
  • Paid time off and holidays.
  • 401(k) plan with automatic enrollment and up to a 4% company match for U.S. employees.
  • Health savings and flexible spending account options for eligible U.S. employees.
  • Life, disability, accidental death, and dismemberment insurance.
  • Region-specific benefits for Canadian, Australian, and UK employees, including retirement contributions, healthcare, insurance, and employee assistance programs.

Interested in this position?

Apply directly on the company website

Apply Now

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