Position Summary

The Customer Support Specialist I provides tier one support for OnBoard, Govenda, ES and related products for both customers and internal employees. 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.

The position supports customers through email, chat, phone, web, and meeting tools while meeting service level expectations. Current support coverage is primarily aligned to U.S. business hours, based on operational needs. Team members must be available to work assigned schedules and participate in rotating on-call coverage for after-hours and weekend support.

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
Assist 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

Competencies

Accountability
Adaptability
AI Curiosity / Innovation
Applied Learning
Business Acumen
Collaboration
Customer Focus
Dealing with Ambiguity
Decision Making
Driving for Results
Initiating Action
Planning & Organizing
Technical/Professional Knowledge/Skills

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.

Diversity Statement – Culture of Togetherness

At OnBoard, our mission is to encourage and celebrate a culture of togetherness. We acknowledge that uniqueness is powerful, and we welcome, foster, and appreciate all. Diversity, Equity, and Inclusiveness fuel the Pathfinder atmosphere and all our efforts. Our power is in our people and we Pledge 1% to give back to our communities and across the globe.

OnBoard is an equal opportunity employer and committed to a diverse and inclusive working environment. Passageways does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation please email peopleops@passageways.com.

Benefits and Perks

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

US Based Employees

Comprehensive medical/prescription drug plan options, dental and vision plans
Employer contribution to Health Savings Account (HSA)
Medical and Dependent Care Flexible Spending Accounts
Basic life insurance ($50,000 or 1x salary)
Short and long-term disability and AD&D benefits at no cost
401K Retirement Savings Plan with automatic enrollment and generous company match
Paid Time Off (PTO)/Holiday

CAN Based Employees

Employer paid Life and AD&D Insurance
Contribution to Health Care Spending Account
Dependent Life Insurance
Optional Life Insurance
LTD Insurance
Drug and Paramedical Coverage
Dental Insurance, Vision Insurance, EAP

AUS Based Employees

Superannuation rate of 12%
Monthly stipend of $400 AUD to purchase private medical insurance

UK Based Employees (via EPG)

Pension – Aegon (8% contribution from employer)
Private Medical Insurance
Life Assurance, Income Protection, Critical Illness
Employee Assistance Programme, Serious Illness Benefit
Help@Hand, Cashplan

Interview Transparency & Technology Disclosure

We use video/audio recordings and artificial intelligence (AI) tools during our interview process to transcribe responses, evaluate skills, and streamline evaluations. Your data is processed securely and handled in line with our Privacy Policy and local data protection laws.

Customer Support Specialist I