Remote Tier 1 SaaS Support Specialist

OnBoard; États-Unis; À distance; USD 52 000 - 90 000; Plein temps

Avantages offerts par ce poste

Fully remote work

Medical/dental/vision benefits

401K with company match

PTO/Holidays

Résumé du poste

OnBoard seeks a Customer Support Specialist I to provide tier-one support for OnBoard, Govenda, and eScribe from a remote location in the United States. You will handle tickets, email, chat, and calls, troubleshoot technical issues, and deliver a high-quality customer experience while becoming a subject matter expert on the supported products.

Regular hours are 8-5, Monday through Friday, with rotating on-call coverage after hours and on weekends.

Qualifications

• Minimum 3+ years of experience in customer support or related roles.
• Experience with SaaS products and multi-channel support.
• Strong communication and problem-solving skills.
• Experience collaborating with Product, Engineering, QA, and Customer Success teams.

Responsabilités

• Resolve customer issues and provide product support for OnBoard, Govenda, and eScribe platforms through tickets, email, chat, phone, and meetings.
• Troubleshoot software, configuration, and access issues for customers.
• Prioritize cases and provide timely status updates.
• Meet first response and SLA expectations.
• Escalate complex issues with clear documentation including steps to reproduce and environment details.
• Assist customers with product navigation, features, workflows, and best practices.

Connaissances

Customer support

SaaS knowledge

Communication skills

Collaboration

Outils

Zendesk

ServiceNow

Freshdesk

BMC Helix

Description du poste

OnBoard seeks a Customer Support Specialist I to provide tier-one support for OnBoard, Govenda, and eScribe from a remote location in the United States. You will handle tickets, email, chat, and calls, troubleshoot technical issues, and deliver a high-quality customer experience while becoming a subject matter expert on the supported products.

Regular hours are 8-5, Monday through Friday, with rotating on-call coverage after hours and on weekends.