OnBoard
via Greenhouse
Customer Support Specialist I
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 17d ago
The date the source published, not the day we noticed it (2026-08-28). Last seen at its source 2h ago.
Is it remote?
The listing says yes
The location field doesn't say remote, so our assessment is based on the title or the description. Read the listing before applying.
Who may apply?
Canada
The description agrees: it names Canada.
What the ad says
…Location: Remote, Toronto, Canada Position…
Pay not stated
Similar roles pay $95k–135k/yr
Middle 50% of 25 listings that do state pay — Customer · all levels · Canada · USD/year. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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greenhouse employer's own board first seen 17d ago · last seen 2h ago
The listing
Customer Support Specialist I
Function: Customer Experience
Reports to: Manager, Customer Support
Location: Remote, Toronto, Canada
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 of our eScribe product, 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 and be willing to partipate in a rotation among Tier 1 team members weekly.
Shifts include:
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- 8:30 AM - 5 PM EST
- 10 AM - 6:30 PM EST
- 11AM - 8PM EST
- Potential on-call from 8 PM - 11PM ET as needed
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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, preferrable in Zendesk
- 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:
- Direct experience leveraging AI (Claude, Copilot, ChatGPT) or workflow automation tooling like Zapier
Competencies:
Accountability
Decision Making
Adaptability
Business Acumen
Collaboration
Leading Change
Creating an Inclusive Environment
Planning & Organizing