Customer Support Specialist I

Customer Support Specialist I 

Function: Customer Experience  

Reports to: Manager, Customer Support 

Reviewed: 02.2025

 

Position Summary: 

 The Customer Support Specialist provides tier one support for our products with both customers and internal employees. This position involves troubleshooting product software and technical issues for existing customers, becoming a subject matter expert, and providing internal product support when needed.

Our current support hours are 8:00am – 8:00pm ET (potential on-call shift from 8:00pm-11:00pm ET). You must be available to work a shift that falls within those hours. The team will rotate on-call shifts. 

 

Key Responsibilities: 

• Troubleshoot software bugs and data-related issues for customers. 

• Troubleshoot technical issues resulting from environmental issues (i.e., network, IIS, virus scanning etc.). 

• Respond to customer inquiries through the support ticketing system by email, chat, telephone, and meeting software for all products. 

• Prioritize support cases and inform customers of ticket status, progress, timelines throughout the process of the ticket. 

• Collaborate in creating articles to communicate issues, steps to resolve, and tips for customers and internal agent use. 

• Assist customers in understanding and training on new enhancements and features of the software. 

• Assist in creating documentation to cover support topics, enhancement and version upgrade notices, and other customer related items. 

Skills and Experience Needed: 

• 1-2 years of experience in SaaS-based product support & troubleshooting preferred. 

• Solid desire to help people and provide quality customer service. 

• Strong analytical, diagnostic, and problem-solving skills with ability to work independently and can prioritize and handle multiple outstanding tasks. 

• Ability to work under pressure and a tight schedule. 

• Capacity to work with cross-functional partners. 

• Knowledge of Microsoft SQL Server, Windows Server 2008-2016, IIS Web Server, HTML. 

• Strong technical documentation & writing skills. 

• Skill to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 

• Ability to speak with customers with varying degrees of skill and knowledge. 

Competencies: 

 Accountability

Decision Making 

Adaptability

Business Acumen  

Collaboration

Leading Change 

Creating an Inclusive Environment

Planning & Organizing 

Customer Focus

Dealing with Ambiguity 

 

About the company: 

More than just agendas or board management, eSCRIBE provides comprehensive meeting management solutions with powerful tools and efficient workflows that support staff, meeting participants, and the public at every step of the meeting lifecycle. Taking meeting automation to a higher level, we enable your organization to save time and money so your resources can be better spent on higher-value tasks and projects. 

Founded in 2007 our solutions empower organizations across North America and as far away as Australia. In Canada, we have become a favorite of municipal governments, with over half of the top 25 Canadian municipalities choosing eSCRIBE. 

OnBoard is the parent company of eSCRIBE. We’ve grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. With a recent $100 million investment from JMI Equity and our recent purchase of meeting management software company eSCRIBE, we’re poised to grow to even greater heights. 

Benefits and Perks: 

• Company provided equipment (laptop, software, etc.) 
• Employment with a growing, casual, fun, philanthropic minded company
• Employer paid extended health benefits, including health spending account (CAN based employees)
• 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  
    • Unlimited PTO program each year.  
    • 11 paid holidays, and half day Fridays in the summer.   

 

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 peopleops@passageways.com.