Customer Support Specialist I

Customer Support Specialist I Function: Customer Experience Reports to: Director, Customer Support Reviewed: 05.2026 Location: Based our Eastern or Central Time Zones in the United States Position Summary: The Customer Support Specialist I provides tier one support for OnBoard, Govenda, ES and related products for both customers and internal employees. This role is responsible for troubleshooting software and technical issues, resolving customer problems using our platforms, delivering an excellent customer experience, and becoming a subject matter expert on supported products. The position supports customers through email, chat, phone, web, and meeting tools while meeting service level expectations. Current support coverage is primarily aligned to U.S. business hours, based on operational needs. Team members must be available to work assigned schedules and participate in rotating on-call coverage for after-hours and weekend support. Key Responsibilities: Resolve customer issues, answer customer questions, and provide product support for OnBoard, Govenda, and related platforms through ticketing systems, email, chat, phone, and virtual meetings. 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 and Experience Needed: 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. Experience collaborating with Product, Engineering, QA, and Customer Success teams. Basic knowledge of APIs, SSO, browser troubleshooting, HAR files, and browser logs preferred. Familiarity with monitoring tools such as Datadog, Grafana, or Prometheus preferred. Strong technical documentation and writing skills. Ability to de-escalate customer concerns and remain calm under pressure. AI fluency with experience using generative AI tools such as ChatGPT, Claude, Gemini, or similar platforms to improve productivity, research, and communication quality preferred. Competencies: Accountability Adaptability AI Curiosity / Innovation Applied Learning Business Acumen Collaboration Customer Focus Dealing w/Ambiguity Decision Making Driving for Results Initiating Action Planning & Organizing Technical/Professional Knowledge/Skills 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. 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. Backed by JMI Equity and the acquisitions of eScribe and Govenda, OnBoard is positioned to become the industry leader in Board Management and Meeting Solutions for private and public sector entities. 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. Passageways 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]. Benefits and Perks: Fully remote work with company provided equipment (laptop, software, etc.) Employment with a growing, casual, fun, philanthropic minded company US Based Employees Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings. An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan. Medical Flexible Spending Accounts available. Dependent Care Flexible Spending Accounts available. Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher) . Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you. 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%. Paid Time Off (PTO)/Holiday CAN Based Employees Employer paid Life and Accidental Death Insurance Contribution to Health Care Spending Account Dependent Life Insurance Optional Life Insurance LTD Insurance Drug and Paramedical Coverage Dental Insurance Vision Insurance EAP AUS Based employees Superannuation rate of 12% Monthly stipend of $400 AUD to purchase private medical insurance UK Based Employees (via EPG) Pension - Aegon Passageways/OnBoard contributes 8% of the employee's basic salary Employees can contribute up to 100% of salary subject to max limits Enrolled from Day 1 of employment Private Medical Insurance Life Assurance Income Protection Critical Illness Employee Assistance Programme Serious Illness Benefit Help@Hand Cashplan 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. We  do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Interview Transparency & Technology Disclosure We use video/audio recordings and artificial intelligence (AI) tools during our interview process to transcribe responses, evaluate skills, and streamline evaluations. Your data is processed securely and handled in line with our Privacy Policy and local data protection laws