indeed
Customer Support Specialist I
OnBoard
Remote, CAN
Entry
Remote
Discovered 2 weeks ago
Customer supportSaaS product supportSoftware troubleshootingTechnical troubleshootingMicrosoft SQL ServerWindows Server 2008–2016
Free
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Customer supportSaaS product supportSoftware troubleshooting
Role Overview
Provide tier-one support for OnBoard products to customers and internal employees.
Troubleshoot product software and technical issues, become a subject matter expert, and provide internal product support when needed.
The position reports to the Manager, Customer Support, within the Customer Experience function.
Key Skills for This Role
Customer supportSaaS product supportSoftware troubleshootingTechnical troubleshootingMicrosoft SQL ServerWindows Server 2008–2016
Full Job Posting
Position Summary
Provide tier-one support for OnBoard products to customers and internal employees.
Troubleshoot product software and technical issues, become a subject matter expert, and provide internal product support when needed.
The position reports to the Manager, Customer Support, within the Customer Experience function.
Support Schedule
- Support hours are 8:00 a.m. to 8:00 p.m. Eastern Time.
- Employees must be available for a shift within those hours.
- The team rotates potential on-call shifts from 8:00 p.m. to 11:00 p.m. Eastern Time.
Key Responsibilities
- Troubleshoot software bugs, data-related issues, and environmental technical issues involving networks, IIS, and virus scanning.
- Respond to inquiries through ticketing, email, chat, telephone, and meeting software.
- Prioritize cases and communicate ticket status, progress, and timelines.
- Create and maintain customer-facing and internal knowledge articles and technical documentation.
- Help customers adopt new features and enhancements.
- Contribute to AI-enabled self-service content.
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