Remote Tier 1 SaaS Support Specialist

OnBoard; Oregon; Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Fully remote work with equipment

Comprehensive health plan

401K with company match

Paid time off

HSA contribution

Job summary

OnBoard is seeking a Customer Support Specialist I to provide tier-one support for OnBoard, Govenda, and eScribe from a remote US-based team. You will troubleshoot software issues, guide customers through features, and become a subject matter expert across platforms.

The role requires strong communication, a customer-first mindset, and the ability to manage on-call rotations and after-hours support within US business hours. Join a growing, remote team focused on exceptional customer experience.

Qualifications

• Minimum 3+ years of experience in customer support or SaaS support.
• Experience using ticketing tools such as Zendesk, ServiceNow, BMC Helix, Freshdesk or similar.
• Strong written and verbal communication; ability to de-escalate customer interactions.
• Familiarity with APIs, SSO, browser troubleshooting and monitoring tools is a plus.

Responsibilities

• Resolve customer issues via ticketing systems, email, chat, phone, and meetings.
• Troubleshoot software, configuration, access, and technical issues.
• Prioritize cases and provide timely updates on status and resolution.
• Meet first response and service level expectations.
• Escalate complex issues with clear documentation including steps to reproduce.
• Assist customers with navigation, features, workflows, and best practices.
• Create and maintain internal and customer-facing knowledge articles.
• Identify recurring issues and training opportunities.
• Partner with Customer Success Managers and internal teams to support outcomes.
• Use AI tools 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 service mindset

De-escalation

AI fluency

Communication

Tools

Zendesk

ServiceNow

BMC Helix

Freshdesk

Job description

OnBoard is seeking a Customer Support Specialist I to provide tier-one support for OnBoard, Govenda, and eScribe from a remote US-based team. You will troubleshoot software issues, guide customers through features, and become a subject matter expert across platforms.

The role requires strong communication, a customer-first mindset, and the ability to manage on-call rotations and after-hours support within US business hours. Join a growing, remote team focused on exceptional customer experience.