Customer Service Specialist - Tier 1

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.
• Aid 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.

Skills and Experience Needed

• 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.
• 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.
• AI fluency with experience using generative AI tools such as ChatGPT, Claude, Gemini, or similar platforms to improve productivity, research, and communication quality preferred.

About the Company

Boards set the standard for what organizations can achieve. At OnBoard, our board management software helps boards function at a higher level so every organization can make a bigger difference in the world. Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 5,000 organizations and their 12,000 boards and committees in 60 countries worldwide. With customers in higher education, nonprofit, healthcare systems, government, and enterprise business, OnBoard is the leading board management provider. Backed by JMI Equity and the acquisitions of eScribe and Govenda, OnBoard is positioned to become the industry leader in Board Management and Meeting Solutions for private and public sector entities.

Benefits and Perks

• Company provided equipment (laptop, software, etc.).
• Employment with a growing, casual, fun, philanthropic minded company.
• 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