Customer Support Specialist I

Role overview

The Customer Support Specialist I is part of the Customer Experience function and reports to the Director, Customer Support. This role focuses on first-line support for OnBoard, Govenda, ES, and connected products for both external customers and internal users. The position is centered on diagnosing software and technical problems, helping customers resolve issues through the company’s platforms, and delivering a strong service experience while growing into a product expert.

Support is delivered through email, chat, phone, web-based channels, and virtual meetings, with expectations to meet service-level targets. The role is based in a hybrid setup in downtown Indianapolis.

At present, support coverage follows U.S. business hours as needed by operations. Team members need to work assigned shifts and take part in a rotating on-call schedule for evenings, nights, and weekends.

Key responsibilities

• Handle customer questions, resolve support issues, and provide product assistance for OnBoard, Govenda, and related platforms across ticketing tools, email, chat, phone, and virtual meetings.
• Investigate and fix problems related to software behavior, configuration, account access, and other technical issues.
• Sort and manage support cases by urgency, and keep customers informed on progress, status, and final resolution.
• Maintain the required first-response time and overall service-level commitments.
• Escalate more complex cases with complete notes, including the issue summary, reproduction steps, and environment information.
• Guide customers on product navigation, features, workflows, and recommended practices.
• Write and update knowledge base content for both internal teams and customers.
• Spot repeated issues, common customer challenges, and possible training needs.
• Work with Customer Success Managers and other internal partners to improve customer outcomes.
• Use AI tools thoughtfully to support productivity, research, ticket quality, and customer interactions.
• Join quarterly trend reviews and broader continuous-improvement efforts.
• Safeguard customer information and follow company security requirements.

Experience and skills expected

The ideal candidate should bring at least 3 years of experience in customer support, technical support, SaaS support, or another customer-facing role. A minimum of 2 years using ticketing or case-management platforms such as Zendesk, ServiceNow, BMC Helix, Freshdesk, or similar tools is also required.

Strong customer service instincts, a genuine interest in helping users succeed, and the ability to stay composed during difficult conversations are important. The role also calls for experience working with Product, Engineering, QA, and Customer Success teams.

Preferred technical exposure includes APIs, SSO, browser troubleshooting, HAR files, browser logs, and monitoring tools such as Datadog, Grafana, or Prometheus. Strong written communication and documentation skills are important, along with comfort using generative AI tools such as ChatGPT, Claude, Gemini, or similar platforms to improve efficiency, research, and communication quality.

Competencies

• Accountability
• Adaptability
• Curiosity and innovation with AI
• Applied learning
• Business understanding
• Collaboration
• Customer orientation
• Comfort with ambiguity
• Decision making
• Results focus
• Initiative
• Planning and organization
• Technical and professional knowledge

About the company

OnBoard builds board management software that helps organizations operate more effectively and make a greater impact. Founded in 2011, the company serves more than 5,000 organizations and their 12,000 boards and committees across 60 countries. Its customers span higher education, nonprofit, healthcare, government, and enterprise sectors.

Originally developed as a Purdue University class project in 2003, the platform has grown into a global board intelligence solution. With support from JMI Equity and the acquisitions of eScribe and Govenda, the company continues to expand its position in board management and meeting solutions for both private and public sector organizations.

Diversity and inclusion

The company promotes a culture of togetherness and values individuality, equity, and inclusion. It is committed to maintaining a diverse and welcoming workplace and supports giving back to communities through its Pledge 1% commitment. The employer is an equal opportunity organization and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Accommodation requests for candidates with disabilities can be made through the people operations contact provided by the company.

Benefits and perks

• Fully remote work setup with company-provided equipment such as a laptop and software tools
• Opportunity to work with a growing, casual, fun, and philanthropic organization
• Medical and prescription coverage options, plus dental and vision plans for U.S.-based employees
• HSA employer contribution for employees enrolled in a high-deductible health plan
• Medical and dependent care flexible spending accounts
• Basic life insurance equal to $50,000 or 1x salary, whichever is higher
• Short-term and long-term disability coverage, plus AD&D coverage at no cost
• 401(k) plan with automatic enrollment after 60 days at 5% and a company match totaling up to 4%
• PTO and holiday leave
• For Canada-based employees: employer-paid life and accidental death insurance, health care spending contribution, dependent life, optional life, LTD, drug and paramedical coverage, dental, vision, and EAP
• For Australia-based employees: 12% superannuation and a monthly AUD 400 stipend for private medical insurance
• For UK-based employees: pension through Aegon with an 8% company contribution, employee contribution flexibility up to plan limits, day-one enrollment, private medical insurance, life assurance, income protection, critical illness, employee assistance, serious illness benefit, Help@Hand, and cashplan

Interview process and data use

The company uses video and audio recordings, along with AI tools, during interviews to transcribe responses, assess skills, and support faster evaluations. Candidate data is handled securely and processed according to the company’s privacy policy and applicable local data protection laws.