Customer Support Specialist

Customer Support Specialist I

Function: Customer Experience

Reports to: Manager, Customer Support

Reviewed: 05.2024

Position Summary:

The Customer Support Specialistprovides tier one support for our products with both customers and internal employees. This position involves troubleshooting product software and technical issues for existing customers, becoming a subject matter expert, and providing internal product support when needed. We are a HIPAA-compliant organization, so new hires must become certified in the first 90 days of employment.

Our current support hours are 8:00am – 6:00pm AEDT. You must be available to work a shift that falls within those hours.

Key Responsibilities:

• Troubleshoot software bugs and data-related issues for customers.
• Troubleshoot technical issues resulting from environmental issues (i.e., network, IIS, virus scanning etc.).
• Respond to customer inquiries through the support ticketing system by email, chat, telephone, and meeting software for all products.
• Prioritize support cases and inform customers of ticket status, progress, timelines throughout the process of the ticket.
• Collaborate in creating articles to communicate issues, steps to resolve, and tips for customers and internal agent use.
• Assist customers in understanding and training on new enhancements and features of the software.
• Assist in creating documentation to cover support topics, enhancement and version upgrade notices, and other customer related items.

Skills and Experience Needed:

• 1-2 years of experience in SaaS-based product support & troubleshooting preferred.

• Solid desire to help people and provide quality customer service.
• Strong analytical, diagnostic, and problem-solving skills with ability to work independently and can prioritize and handle multiple outstanding tasks.
• Ability to work under pressure and a tight schedule.
• Capacity to work with cross-functional partners.
• Knowledge of Microsoft SQL Server, Windows Server 2008-2016, IIS Web Server, HTML.
• Strong technical documentation & writing skills.
• Skill to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to speak with customers with varying degrees of skill and knowledge.

Competencies:

Accountability

Decision Making

Adaptability

Business Acumen

Collaboration

Leading Change

Creating an Inclusive Environment

Planning & Organizing

Customer Focus

Dealing with Ambiguity

About the company:

Boards set the standard for what organizations can achieve. At OnBoard, our board management software helps boards function at a higher level so every organization can make a bigger difference in the world.

Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 5,000 organizations and their 12,000 boards and committees in 60 countries worldwide. With customers in higher education, nonprofit, healthcare systems, government, and enterprise business, OnBoard is the leading board management provider.

Passageways, doing business as OnBoard, has grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. With a recent $100 million investment from JMI Equity and our recent purchase of meeting management software company eSCRIBE, we’re poised to grow to even greater heights.

Diversity Statement - Culture of Togetherness:

At OnBoard, our mission is to encourage and celebrate a culture of togetherness. We acknowledge that uniqueness is powerful, and we welcome, foster, and appreciate all. Diversity, Equity, and Inclusiveness fuel the Pathfinder atmosphere and all our efforts. Our power is in our people and we Pledge 1% to give back to our communities and across the globe.

OnBoard is an equal opportunity employer and committed to a diverse and inclusive working environment. OnBoard does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation please email [email protected].