CustomerSupportSpecialist

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 improveme