OnBoard is hiring a
Customer Support Specialist in Australia

Summary

The Customer Support Specialist I is responsible for providing tier one support for OnBoard's products to both customers and internal employees. They will troubleshoot software bugs and data-related issues, respond to customer inquiries, prioritize support cases, and collaborate on creating articles and documentation. The ideal candidate has 1-2 years of experience in SaaS-based product support, strong analytical skills, technical knowledge, and excellent communication abilities.

Requirements

• 1-2 years of experience in SaaS-based product support & troubleshooting preferred
• Strong desire to help people and provide quality customer service
• Solid 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

Responsibilities

• Provides tier one support for OnBoard's products to both customers and internal employees
• Troubleshoots software bugs and data-related issues for customers
• Responds to customer inquiries through the support ticketing system by email, chat, telephone, and meeting software for all products
• Prioritizes support cases and informs customers of ticket status, progress, timelines throughout the process of the ticket
• Collaborates in creating articles to communicate issues, steps to resolve, and tips for customers and internal agent use
• Assists customers in understanding and training on new enhancements and features of the software
• Assists in creating documentation to cover support topics, enhancement and version upgrade notices, and other customer related items

Benefits

• OnBoard is a HIPAA-compliant organization, so new hires must become certified within the first 90 days of employment
• Current support hours are 8:00am – 6:00pm AEDT. Employees must be available to work a shift that falls within those hours