Remote SaaS Support Specialist I

OnBoard; Indianapolis (IN); Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Fully remote work with equipment

Medical, dental, vision plans

401K with match

PTO/Holidays

Job summary

OnBoard is seeking a Customer Support Specialist I to handle tier-one support for OnBoard, Govenda, and eScribe. You will troubleshoot software issues, manage tickets via email, chat, phone, and meetings, and uphold SLA standards from a remote US location.

The role requires 3+ years in customer support, experience with ticketing systems, and strong communication. OnBoard offers a fully remote setup with comprehensive benefits.

Qualifications

• 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.

Responsibilities

• Resolve customer issues, answer questions, and provide product support for OnBoard, Govenda, and related platforms.
• Troubleshoot software, configuration, access, and technical issues for customers.
• Prioritize support cases and provide timely customer updates on status, progress, and resolution.
• Meet first response and service level expectations.
• Escalate complex issues with clear documentation including problem statement, steps to reproduce, 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.

Skills

Customer support

SaaS

Technical writing

Communication

Tools

Zendesk

ServiceNow

Freshdesk

BMC Helix

Job description

OnBoard is seeking a Customer Support Specialist I to handle tier-one support for OnBoard, Govenda, and eScribe. You will troubleshoot software issues, manage tickets via email, chat, phone, and meetings, and uphold SLA standards from a remote US location.

The role requires 3+ years in customer support, experience with ticketing systems, and strong communication. OnBoard offers a fully remote setup with comprehensive benefits.