OnBoard

Customer Support

• Provide tier-one support for OnBoard, Govenda, eScribe, and related products to customers and internal employees
• Resolve customer issues and answer questions through ticketing systems, email, chat, phone, web, and virtual meetings
• Troubleshoot software, configuration, access, and technical issues
• Prioritize support cases and provide timely updates on status, progress, and resolution
• Meet first-response and service-level expectations
• Escalate complex issues with documentation including problem statements, reproduction steps, 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
• Work regular hours of 8:00 AM–5:00 PM, Monday–Friday, with rotating on-call coverage
• Report to the Director, Customer Support

Explore Customer Support Specialist I at OnBoard. Review requirements and application details.