Customer Support Specialist I

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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OnBoard

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

OnBoard is a leading provider of board management solutions designed for secure, efficient, and intuitive governance processes. It offers a comprehensive platform that enhances meeting operations, board decisions, and communication, with features such as digital voting, eSignatures, intelligent assistance, and integration with Microsoft 365, Zoom, and Teams. OnBoard is known for its user-friendly design, robust security compliance with standards like SOC 2 and GDPR, and support for a wide range of industries including financial services, government, and healthcare. With a focus on reducing operational complexity, OnBoard aids leadership teams to work smarter and achieve more through insightful analytics and secure real-time collaboration.

📋 Description

• Provide tier-one support for OnBoard, Govenda, eScribe, and related products to customers and internal employees • Resolve customer issues and answer questions through ticketing systems, email, chat, phone, web, and virtual meetings • Troubleshoot software, configuration, access, and technical issues • Prioritize support cases and provide timely updates on status, progress, and resolution • Meet first-response and service-level expectations • Escalate complex issues with documentation including problem statements, reproduction steps, and environment details • Assist customers with product navigation, features, workflows, and best practices • Create and maintain internal and customer-facing knowledge articles • Identify recurring issues, customer pain points, and training opportunities • Partner with Customer Success Managers and internal teams to support customer outcomes • Use AI tools responsibly to improve productivity, research, ticket quality, and customer experience • Participate in quarterly trend reviews and continuous improvement initiatives • Protect customer data and follow company security policies • Work regular hours of 8:00 AM–5:00 PM, Monday–Friday, with rotating on-call coverage • Report to the Director, Customer Support

🎯 Requirements

• Minimum 3+ years of experience in customer support, technical support, SaaS support, or related customer-facing roles • Minimum 2+ years of experience using ticketing platforms such as Zendesk, ServiceNow, BMC Helix, Freshdesk, or similar case management tools • Strong customer service mindset with passion for helping customers succeed • Experience collaborating with Product, Engineering, QA, and Customer Success teams • Strong technical documentation and writing skills • Ability to de-escalate customer concerns and remain calm under pressure • Basic knowledge of APIs, SSO, browser troubleshooting, HAR files, and browser logs preferred • Familiarity with monitoring tools such as Datadog, Grafana, or Prometheus preferred • AI fluency with experience using generative AI tools such as ChatGPT, Claude, Gemini, or similar platforms preferred • Availability to work assigned U.S. business-hour schedules and participate in rotating after-hours and weekend on-call coverage • Must protect customer data and follow company security policies

🏖️ Benefits

• Fully remote work with company provided equipment (laptop, software, etc.) • Employment with a growing, casual, fun, philanthropic minded company • Comprehensive medical/prescription drug plan options, dental and vision plan offerings (US based employees) • Employer contribution to Health Savings Account (HSA) for eligible high-deductible healthcare plan participants • Medical Flexible Spending Accounts • Dependent Care Flexible Spending Accounts • Basic life insurance of $50,000 or 1X salary, whichever is higher • Short- and long-term disability and Accidental Death and Dismemberment benefits at no cost (US based employees) • 401K Retirement Savings Plan with automatic enrollment and company match up to 4% (US based employees) • Paid Time Off (PTO)/Holiday • Employer-paid life and accidental death insurance (Canada based employees) • Contribution to Health Care Spending Account (Canada based employees) • Dependent life insurance (Canada based employees) • Optional life insurance (Canada based employees) • LTD insurance (Canada based employees) • Drug and paramedical coverage (Canada based employees) • Dental insurance (Canada based employees) • Vision insurance (Canada based employees) • EAP (Canada based employees) • Superannuation rate of 12% (Australia based employees) • Monthly stipend of $400 AUD to purchase private medical insurance (Australia based employees) • Pension with employer contribution of 8% of basic salary, enrolled from Day 1 (UK based employees via EPG) • Private medical insurance (UK based employees) • Life assurance (UK based employees) • Income protection (UK based employees) • Critical illness coverage (UK based employees) • Employee Assistance Programme (UK based employees) • Serious illness benefit (UK based employees) • Help@Hand (UK based employees) • Cashplan (UK based employees)