Customer Support Specialist I: OnBoard in Toronto

CanadaLync; Toronto; Híbrido; CAD 42.000 - 66.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Company laptop

Descripción de la vacante

OnBoard, based in Toronto, is hiring a Customer Support Specialist I for a fully remote role. You will handle tier-one support for customers and staff via tickets, email, chat, and calls, resolving issues related to software, data, networks, IIS, and security.

Strong diagnostic and communication skills are essential, with familiarity in SaaS support environments. The role offers remote work from Toronto and requires collaboration with cross-functional teams to deliver effective solutions.

Formación

• Strong analytical, diagnostic, and problem-solving skills.
• Ability to work independently and manage multiple tasks.
• Excellent written and spoken communication for diverse customers.

Responsabilidades

• Provide tier-one customer and internal employee support via tickets, email, chat, and phone.
• Troubleshoot software, data, network, IIS, and environmental issues.
• Create knowledge articles, documentation, and product guidance.

Conocimientos

Analytical skills

Diagnostic skills

Problem-solving

Clear communication

Cross-functional collaboration

Independent worker

Educación

SaaS product support experience

2 years SaaS support experience

Herramientas

Zendesk

SQL Server

IIS Web Server

Windows Server

HTML

Descripción del empleo

# Customer Support Specialist I: OnBoard in Toronto**OnBoard**Toronto, Canada Start Date09/09/2026Full-TimeOnBoard is hiring a Customer Support Specialist I for a fully remote role based in Toronto, Canada. The position sits within Customer Experience and reports to the Manager, Customer Support. The specialist provides tier-one support for customers and internal employees through ticketing systems, email, chat, telephone, and meeting software.The Toronto role covers software bugs, data issues, network and IIS issues, virus-scanning issues, and related technical problems. Support hours run from 8:00 a.m. to 8:00 p.m. Eastern Time, with scheduled shifts between 8:30 a.m. and 8:00 p.m. and a possible on-call rotation from 8:00 p.m. to 11:00 p.m. Eastern Time. OnBoard does not provide the employment type, salary, application deadline, or start date.* **Role:** Customer Support Specialist I* **Employer:** OnBoard* **Location:** Toronto, Canada* **Work mode:** Fully remote* **Employment type:** Not provided by the employer.* **Salary:** Not provided by the employer.Apply For This RoleCandidates applying for this remote Toronto support role have the public application URL and the published shift requirements ready. OnBoard does not provide a separate application contact, deadline, or start date for this opening.## Customer Support Specialist I WorkThe specialist performs customer support work for customers and internal employees. Technical cases include software bugs, data-related issues, environmental problems involving networks, IIS, virus scanning, and similar systems. Each case requires prioritization, status communication, progress updates, and timeline communication.Customer contact takes place through ticketing systems, email, chat, telephone, and meeting software. The specialist also creates support articles, documentation, knowledge articles, and product guidance, while helping customers understand and adopt new features and enhancements.* Provide tier-one customer and internal employee support.* Troubleshoot software, data, network, IIS, and environmental issues.* Prioritize cases and communicate progress and timelines.* Respond through tickets, email, chat, telephone, and meeting software.* Create knowledge articles, documentation, and product guidance.* Contribute to AI-enabled self-service content.* Develop subject matter expertise in the eScribe product.## OnBoard Support Tools And SkillsThe role requires strong analytical, diagnostic, and problem-solving skills. Customer Support Specialist I works independently, prioritizes multiple open tasks, handles pressure and tight schedules, and works with cross-functional partners. Communication must remain clear for customers with different levels of technical knowledge.Technical knowledge includes Microsoft SQL Server, Windows Server 2008 to 2016, IIS Web Server, and HTML. Strong technical documentation and writing skills are required, with Zendesk experience preferred. One to two years of SaaS product support and troubleshooting experience is preferred.## Toronto Remote ScheduleOnBoard publishes support coverage from 8:00 a.m. to 8:00 p.m. Eastern Time. Scheduled shifts run from 8:30 a.m. to 5:00 p.m., 10:00 a.m. to 6:30 p.m., or 11:00 a.m. to 8:00 p.m. Eastern Time. The position requires availability for one shift within those support hours.A weekly Tier 1 rotation forms part of the schedule, and the role may include an on-call shift from 8:00 p.m. to 11:00 p.m. Eastern Time. The job is fully remote from Toronto, and OnBoard provides a company laptop, software, and other equipment.## OnBoard Benefits And Employment TermsCanadian benefits include employer-paid life and accidental death insurance, a health care spending account contribution, dependent life insurance, optional life insurance, long-term disability insurance, drug and paramedical coverage, dental insurance, vision insurance, and an employee assistance programme.OnBoard does not provide a salary, employment type, deadline, or start date for this opening. Preferred experience includes direct use of Claude, Copilot, ChatGPT, or workflow automation tools such as Zapier. Accountability, decision-making, adaptability, collaboration, planning, organisation, and customer focus are listed competencies.## Questions About This Toronto Role### Is this Customer Support Specialist I role remote?Yes. The published work mode is fully remote, with Toronto, Canada listed as the location.### What technical systems does the role use?The qualifications reference Microsoft SQL Server, Windows Server 2008 to 2016, IIS Web Server, HTML, ticketing systems, and technical documentation tools. Zendesk experience is preferred.### Does the schedule include on-call work?The role may include an on-call shift from 8:00 p.m. to 11:00 p.m. Eastern Time and requires participation in a weekly Tier 1 rotation.### What compensation is listed?Salary is Not provided by the employer.The Customer Support Specialist I role connects technical troubleshooting with written customer guidance. Cases move through diagnosis, communication, documentation, and resolution across several support channels.OnBoard does not provide an application deadline or start date. The public posting identifies the Toronto location, remote work mode, support hours, technical qualifications, Canadian benefits, and application URL.