Customer Support Specialist I
OnBoard
Posted: 10/20/2026GrafanaPrometheusServiceNow
Customer Care Representative
MTM, Inc.
Posted: 10/20/2026
Customer Service Representative
Baxter International Inc.
Posted: 10/20/2026Cloud
Software Customer Service Manager
Motorola Solutions
Posted: 10/20/2026Cloud
Senior Infrastructure Support Specialist
Continental Finance Company
Posted: 10/20/2026AWSCloudFirewallsLinuxTCP/IP
Customer Support Specialist
ModSquad
Posted: 10/20/2026
Customer Service Representative
Crash Champions
Posted: 10/20/2026
Manager, Customer Services Training – Quality
Duke Energy Corporation
Posted: 10/20/2026
Customer Experience Associate
Stord
Posted: 10/20/2026
Device Support Specialist
Modivcare
Posted: 10/20/2026
Customer Service Specialist, Tier 2
Greenlight
Posted: 10/20/2026
Customer Service Advocate I
CGS Administrators, LLC
Posted: 10/20/2026
Customer Service Advocate I
BlueCross BlueShield of South Carolina
Posted: 10/20/2026
Senior Leadership Support Specialist
Health Care Service Corporation
Posted: 10/20/2026
Healthcare Customer Service Representative
Teleperformance
Posted: 10/20/2026
Customer Service Consultant
CarMax
Posted: 10/20/2026
Product Support Specialist
Finvari
Posted: 10/20/2026ERPSQL
Customer Care Supervisor
ASSA ABLOY Opening Solutions
Posted: 10/20/2026ERP
Customer Care Representative
Lineage
Posted: 10/20/2026
Customer Service Specialist
State of Florida
Posted: 10/20/2026
Customer Support Executive, 6 months FTC
Nivoda
Posted: 10/20/2026Swift
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing tier-one technical support for SaaS products, utilizing ticketing systems and AI tools to enhance customer experience. Strong ability to troubleshoot technical issues, create documentation, and collaborate with cross-functional teams to drive customer success.
Highest-signal resume keywords
Customer Support ExperienceTicketing Platforms ProficiencyTechnical Documentation SkillsAI Tool UtilizationCollaboration With Cross-Functional Teams
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
- Strong technical documentation and writing skills
- Ability to de-escalate customer concerns and remain calm under pressure
- Basic knowledge of APIs, SSO, browser troubleshooting, HAR files, and browser logs preferred
- Familiarity with monitoring tools such as Datadog, Grafana, or Prometheus preferred
- AI fluency with experience using generative AI tools such as ChatGPT, Claude, Gemini, or similar platforms preferred
- Availability to work assigned U.S. business-hour schedules and participate in rotating after-hours and weekend on-call coverage
- Must protect customer data and follow company security policies
Benefits
Comp & perks- Fully remote work with company provided equipment (laptop, software, etc.)
- Employment with a growing, casual, fun, philanthropic minded company
- Comprehensive medical/prescription drug plan options, dental and vision plan offerings (US based employees)
- Employer contribution to Health Savings Account (HSA) for eligible high-deductible healthcare plan participants
- Medical Flexible Spending Accounts
- Dependent Care Flexible Spending Accounts
- Basic life insurance of $50,000 or 1X salary, whichever is higher
- Short- and long-term disability and Accidental Death and Dismemberment benefits at no cost (US based employees)
- 401K Retirement Savings Plan with automatic enrollment and company match up to 4% (US based employees)
- Paid Time Off (PTO)/Holiday
- Employer-paid life and accidental death insurance (Canada based employees)
- Contribution to Health Care Spending Account (Canada based employees)
- Dependent life insurance (Canada based employees)
- Optional life insurance (Canada based employees)
- LTD insurance (Canada based employees)
- Drug and paramedical coverage (Canada based employees)
- Dental insurance (Canada based employees)
- Vision insurance (Canada based employees)
- EAP (Canada based employees)
- Superannuation rate of 12% (Australia based employees)
- Monthly stipend of $400 AUD to purchase private medical insurance (Australia based employees)
- Pension with employer contribution of 8% of basic salary, enrolled from Day 1 (UK based employees via EPG)
- Private medical insurance (UK based employees)
- Life assurance (UK based employees)
- Income protection (UK based employees)
- Critical illness coverage (UK based employees)
- Employee Assistance Programme (UK based employees)
- Serious illness benefit (UK based employees)
- Help@Hand (UK based employees)
- Cashplan (UK based employees)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportSaaS SupportTroubleshootingAPIs KnowledgeSSO KnowledgeBrowser TroubleshootingHAR Files UnderstandingTechnical WritingKnowledge Article CreationCustomer Issue Resolution
Soft Skills
Customer Service MindsetCalm Under PressureDe-Escalation SkillsProblem-SolvingCommunication Skills
Tools & Technologies
ZendeskServiceNowBMC HelixFreshdeskDatadogGrafanaPrometheusGenerative AI ToolsChatGPTClaude
Industry Keywords
Customer SuccessTechnical SupportService-Level ExpectationsSecurity PoliciesContinuous Improvement