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Support Specialist
OnTheClockCustomer Support Specialist providing high-quality assistance for time tracking and payroll SaaS company. Join a team focused on delivering excellent customer experiences through various support channels.
About the role
Key responsibilities & impact- Provide timely, high-quality support across phone, ticket, and chat channels, meeting service-level expectations while resolving time-tracking and payroll-related questions and issues.
- Manage individual case volume and workload to ensure balanced team contribution, accountability, and consistent support coverage.
- Participate in product training, releases, and beta testing; surface customer feedback, trends, and recurring issues to the Support Manager to support ongoing product and experience improvements.
Requirements
What you’ll need- One plus year of customer service experience
- Passion for problem-solving and helping support OnTheClock’s customer experience
- Excellent verbal and written communication skills
- Comfortable working with support tools (i.e., Live Chat, Salesforce, Ring Central) and providing clear and consistent ticket documentation
- Comfortable learning technical concepts and documenting steps to reproduce
- Ability to multitask
- Experience with Salesforce or Zendesk (CRM) style ticketing systems (Preferred)
- Familiarity with SLA’s and obtaining solutions through knowledge-based articles and help libraries (Preferred)
- De-escalation skills, sales or retention exposure, and the ability to work with diverse people dynamics (Preferred)
Benefits
Comp & perks- Competitive pay
- Flextime
- Hybrid work environment
- 100% paid health insurance
- The kitchen is stocked with drinks and snacks
- Free company lunch every Thursday
- Paid time off
- 9 paid holidays
- $100k life insurance
- 401K matching retirement plan
- Short-term disability
- Long-term disability
- Continuing education is encouraged with $1,000 per year
- Blue Cross dental and vision
- Career growth
- 4.9-star Glassdoor review
- 4.8-star product review
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceproblem-solvingticket documentationmultitaskingde-escalation
Soft Skills
verbal communicationwritten communicationaccountabilityteam contributioncustomer experience