Customer Support Specialist I

Customer Support Specialist I

Function: Customer Experience

Reports to: Manager, Customer Support

Reviewed: 08.2026

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, and 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.
• Help customers understand and adopt new software features and enhancements.
• Create documentation covering support topics, product enhancements, version upgrades, and other customer-related information.
• Develop, review, and maintain knowledge articles that clearly explain issues, resolution steps, and product tips.
• Contribute to AI-enabled self-service content that improves access to accurate information for customers and employees.

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.

Preferred

Competencies

Accountability

Decision Making

Adaptability

Business Acumen

Collaboration

Leading Change

Creating an Inclusive Environment

Planning & Organizing

Customer Focus

Dealing with Ambiguity

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.

OnBoard has grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. 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

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