onboardmeetings · Indianapolis, Indiana, United States; United States · United States
<p><strong><span data-contrast="none">Customer Support Specialist I</span><span data-ccp-props="{}"> </span></strong></p> <p><span data-contrast="none"><strong>Function:</strong> Customer Experience</span> <br><span data-contrast="none"><strong>Reports to: </strong>Director, Customer Support</span></p> <p><span data-ccp-props="{}"><strong>Location:</strong> Remote - United States </span></p> <p><strong><span data-contrast="none">Position Summary:</span><span data-ccp-props="{}"> </span></strong></p> <p><span data-contrast="none">The Customer Support Specialist I provides tier one support for OnBoard, Govenda, and eScribe 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.</span><span data-ccp-props="{}"> </span></p> <p><span data-contrast="none">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.</span></p> <p><strong>Regular Hours: </strong>8-5PM, M-F</p> <p><strong>On Call </strong></p> <ul> <li><strong>Frequency:</strong> Once every 3 to 5 weeks.</li> <li><strong>Duration:</strong> 1 full week at a time - <strong>Thursday to Wednesday (this might change)</strong></li> <li><strong>Weekdays:</strong> On-call after hours from 8:00 AM to 2:00 AM.</li> <li><strong>Weekends:</strong> 24/7 on-call coverage.</li> <li><strong>Coverage:</strong> Calls come directly to your cell phone</li> </ul> <p><strong><span data-contrast="none">Key Responsibilities:</span></strong><span data-ccp-props="{}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">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. </span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Troubleshoot software, configuration, access, and technical issues for customers. </span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Prioritize support cases and provide timely customer updates on status, progress, and resolution. </span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Meet first response and service level expectations. </span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Escalate complex issues with clear documentation including problem statement, steps to reproduce, and environment details.</span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="none">Assist customers with product navigation, features, workflows, and best practices. </span><span data-ccp-props="{}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-c