The Customer Support Specialist I provides tier one support for OnBoard, Govenda, ES and related products for customers and internal employees. This role is responsible for troubleshooting software and technical issues, resolving customer problems, delivering an excellent customer experience, and becoming a subject matter expert on supported products.
Requirements
- Resolve customer issues, answer customer questions, and provide product support for OnBoard, Govenda, and related platforms
- 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
- 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
Benefits
- Fully remote work
- Employment with a growing, casual, fun, philanthropic minded company
- Comprehensive, high-quality medical/prescription drug plan options
- Dental and vision plan offerings
- Employer contribution to Health Savings Account (HSA)
- Medical Flexible Spending Accounts
- Dependent Care Flexible Spending Accounts
- Basic life insurance
- Short and long-term disability and Accidental Death and Dismemberment benefits
- 401K Retirement Savings Plan with company match
- Paid Time Off (PTO)/Holiday
- Employer paid Life and Accidental Death Insurance
- Contribution to Health Care Spending Account
- Dependent Life Insurance
- Optional Life Insurance
- LTD Insurance
- Drug and Paramedical Coverage
- Dental Insurance
- Vision Insurance
- EAP
- Superannuation rate of 12%
- Monthly stipend of $400 AUD to purchase private medical insurance
- Pension - Aegon
- Private Medical Insurance
- Life Assurance
- Income Protection
- Critical Illness
- Employee Assistance Programme
- Serious Illness Benefit
- Help@Hand
- Cashplan
