OnBoard
Customer Support Specialist I
Indianapolis, Indiana, United States
Sponsorship not specifiedDetected 7 days ago
PrometheusGrafanaDatadogLLMsCustomer SuccessCustomer SupportZendeskResearchCommunication
About the role
- 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.
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.
- Prioritize support cases and provide timely customer updates on status, progress, and resolution.
- Create and maintain internal and customer-facing knowledge articles.
- Partner with Customer Success Managers and internal teams to support customer outcomes.
Requirements
- 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.
Skills
- Experience collaborating with Product, Engineering, QA, and Customer Success teams.
- Basic knowledge of APIs, SSO, browser troubleshooting, HAR files, and browser logs preferred.
- Familiarity with monitoring tools such as Datadog, Grafana, or Prometheus preferred.
- Strong technical documentation and writing skills.
- Ability to de-escalate customer concerns and remain calm under pressure.
Company info
- Troubleshoot software, configuration, access, and technical issues for customers.
- Assist customers with product navigation, features, workflows, and best practices.
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This listing is sourced directly from OnBoard's careers page and normalized into a canonical job model.