Customer Support Specialist II Function: Customer Experience Reports to: Manager, Customer Support Reviewed: 4.2026 Location: Toronto Metro Area - Remote Position Summary: - As Software Support Specialist Tier 2 for eScribe, you will act as a subject matter expert on our platform, providing high-quality, second-line technical support for escalated customer issues. You’ll troubleshoot complex technical problems, support cross-functional teams, and advocate for customer needs with Product and Engineering. - The ideal candidate is customer-obsessed, highly technical, and thrives in a collaborative environment. You’ll play a key role in ensuring our customers receive timely, effective, and thoughtful support that aligns with our commitment to a top-tier experience. - Our current support hours are 8:30am – 8pm ET. You must be available to work a shift that falls within those hours. The team will rotate on-call shifts approximately 1 week/month. (8pm – 11pm ET). Key Responsibilities: - Technical Support & Troubleshooting - Diagnose, troubleshoot, and resolve complex software and technical issues escalated from Tier 1 support. - Investigate environmental factors affecting performance (e.g., networks, browser settings, APIs, integrations). - Respond to customer inquiries via ticketing system, phone, and video conferencing. - Document technical issues thoroughly, including steps to reproduce, system logs, and customer impact. - Product Knowledge & Enablement - Become an expert in our product suite, features, and customer use cases. - Stay current with product updates and actively contribute to internal knowledge sharing. - Create and maintain detailed documentation, internal troubleshooting guides, and customer-facing help articles. - Customer & Cross-Functional Collaboration - Act as a technical liaison between Customer Experience, Product, Engineering, and QA. - Provide clear updates to customers and internal stakeholders on ticket status and resolution timelines. - Participate in customer feedback loops to inform product enhancements. - Support product release readiness and identify potential risks from a support perspective. Skills and Experience Needed: - 5+ years of technical support experience in a SaaS or enterprise software environment, with at least 1 year of experience working in a Tier 2 capacity - 3+ experience in technical customer support tools like Zendesk, Azure DevOps, and CRM/ticketing platforms. - 1+ experience with livestream platforms, encoders (OBS, Wirecast, vMix), and protocols (RTMP, HLS). is strongly preferred. - Knowledge of AV and networking systems and troubleshooting (router settings, switch ports, troubleshooting VLAN, etc.) - Knowledge of Microsoft SQL Server, Windows Server 2008-2016, IIS Web Server, HTML. - Strong analytical, diagnostic, and troubleshooting abilities. - Excellent communication skills with the ability to explain technical issues to non-technical audiences. - Experience in cross-functional collaboration with Product, Engineering, and QA teams. - Proven ability to prioritize and manage multiple issues in a fast-paced environment. - Strong technical documentation and writing skills. - Strong technical documentation &writing skills. - Preferred: Demonstrated knowledge and hands-on experience with artificial intelligence tools and concepts (such as machine learning, NLP, or automation) Competencies: Accountability Adaptability Applied Learning Business Acumen Collaboration Customer Focus Dealing w/Ambiguity Decision Making Driving for Results Initiating Action Planning & Organizing AI Curiosity & Innovation Technical/Professional Knowledge/Skills About the company: More than just agendas or board management, eSCRIBE provides comprehensive meeting management solutions with powerful tools and efficient workflows that support staff, meeting participants, and the public at every step of the meeting lifecycle. Taking meeting automation to a higher level, we enable your organization to save time and money so your resources can be better spent on higher-value tasks and projects. Founded in 2007 our solutions empower organizations across North America and as far away as Australia. In Canada, we have become a favorite of municipal governments, with over half of the top 25 Canadian municipalities choosing eSCRIBE. OnBoard is the parent company of eSCRIBE. We’ve grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. With a recent $100 million investment from JMI Equity and our recent purchase of meeting management software company eSCRIBE, we’re poised to grow to even greater heights. 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, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.   - An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.  - Medical Flexible Spending Accounts available.   - Dependent Care Flexible Spending Accounts available.  - Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher). - Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.  - 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%. - Paid Time Off (PTO)/Holiday  - CAN Based Employees - 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 - AUS Based employees - Superannuation rate of 12% - Monthly stipend of $400 AUD to purchase private medical insurance - UK Based Employees (via EPG) - Pension - Aegon - Passageways/OnBoard contributes 8% of the employee's basic salary - Employees can contribute up to 100% of salary subject to max limits - Enrolled from Day 1 of employment - Private Medical Insurance - Life Assurance - Income Protection - Critical Illness - Employee Assistance Programme - Serious Illness Benefit - Help@Hand - Cashplan 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. We  do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. AI Use: To ensure a fair and authentic assessment, the use of generative AI tools, real-time AI interview assistants, or third-party assistance is strictly prohibited during all stages of the interview process. Please note that all interviews will be recorded and securely stored for evaluation and training purposes. By applying for this position, you consent to these terms. If you require a reasonable accommodation due to a disability, please contact peopleops@passageways.com.

IMPORTANT - Watch this quick Loom video on how to get hired: https://www.loom.com/share/345f776084e642ba99c24aabe40a67a0 C1 ENGLISH LEVEL IS REQUIRED, THE SELECTED CANDIDATE WILL BE SPEAKING STRICTLY IN ENGLISH DURING THEIR WHOLE SHIFT. PLEASE SUBMIT YOUR RESUME AND AUDIO RECORDING IN ENGLISH JOB TITLE Marketing and Customer Support Specialist JOB ID ALEXJO1F INDUSTRY E-commerce/Customer Support LOCATION Colombia, Guatemala & Mexico Preferred JOB STATUS Part Time 20 hours WORK SCHEDULE 10AM - 2PM Monday to Friday EST SALARY $8 - $10 per hour TARGET START DATE ASAP ROLE OVERVIEW About the Client: The client is a fast growing online bonsai business focused on selling and shipping bonsai trees across the country through digital channels. He operates primarily through Instagram and live selling platforms, where he has built a large and engaged audience. The business relies heavily on social media content, customer communication, and consistent online posting to drive sales and growth. He is currently managing multiple daily operational tasks alone and is looking for support to help streamline and scale his workflow. The goal is to improve responsiveness, expand to additional platforms, and free up time for higher level business activities. About the Role: This is a part time remote Virtual Assistant role supporting marketing operations, customer service, and basic sales execution tasks. The role focuses heavily on repurposing and posting existing content across multiple social media platforms, managing customer inquiries, and supporting day to day online store operations. The assistant will also help with basic scheduling, event and workshop coordination, and listing products on online marketplaces. This position is ideal for someone highly organized, proactive, and comfortable working with repetitive but important digital tasks that directly impact sales and customer experience. Key Responsibilities Social Media Content and Distribution - Repost and distribute existing Instagram content across TikTok, Facebook, YouTube, and other platforms - Perform basic video editing using tools like CapCut or similar apps - Turn raw footage into short form clips for daily posting - Maintain consistent posting schedule across all platforms Customer Service and Client Communication - Respond to messages on Instagram, Facebook, and Palm Street - Answer customer questions related to orders, tracking, and product issues - Provide basic resolutions such as refunds or credits based on instructions - Maintain fast, clear, and professional written communication Sales and Marketplace Support - Upload and manage product listings on eBay and other online platforms - Copy and paste product descriptions, images, and pricing provided by the client - Support online sales operations with accurate and consistent posting Workshops and Event Support - Create simple flyers using Canva or similar tools - Publish and manage workshop and event listings on platforms such as Eventbrite and Facebook - Assist with basic promotional content for events and workshops Administrative Support - Assist with calendar and schedule management - Support miscellaneous operational tasks as needed Qualifications & Skills Must Have - Strong written English communication skills with excellent grammar - Bilingual English and Spanish proficiency - Experience in customer service or client support - Basic experience with social media platforms including Instagram, TikTok, YouTube, and Facebook - Ability to follow instructions and execute repetitive tasks accurately - Basic video editing skills using CapCut or similar tools Preferred - Experience as a virtual assistant or executive assistant - Experience with online sales platforms such as eBay or similar marketplaces - Familiarity with Canva for basic design and flyer creation - Exposure to digital marketing or social media management - Experience supporting small business operations Personality Traits - Highly proactive and takes initiative without constant supervision - Detail oriented and organized in daily execution - Fast learner and adaptable to simple processes - Reliable and consistent in communication and task completion - Comfortable working in a fast paced environment with repetitive tasks

This is a remote position. Philippine-based Filipino applicants. IMPORTANT: MUST HAVE experience working in professional education & training and/or Higher or Tertiary Education. Flexible to work AU and UK shift (occasionally): To ensure seamless support for our teams across Australia and the UK, this role occasionally requires flexible, time-shifted working hours to accommodate working during UK business hours throughout the year. Experience in STEM programs is a great plus. Scope of role: - Support the preparation, planning, delivery and reporting of programs, according to the delivery schedule / calendar - Work with Program Manager/Director to liaise with key external stakeholders (including university and industry partners) to support program delivery, including student recruitment, program logistics and technical support and reporting - Provide support on technical configuration and testing requirements - Support and execute on the administrative requirements of program delivery (for example but not limited to, community management, participant support through multiple channels, managing workflows and documents, facilitating workshops) - Program monitoring, evaluation and reporting The key responsibilities of the Programs Support Officer are: Program Delivery and Coordination 80% - Support of program delivery, including planning, preparation, delivery and reporting. - Coordination and maintenance of project delivery of assigned Programs and allocation of work across all delivery requirements for each program delivered by the Team. - Manage and maintain duties in the Programs Calendar and Asana project lists across all programs and ensure all tasks and projects are on track and delivered as per the schedule. - Liaising with Universities and coordinating all requirements post-sale from student recruitment, support and program reporting with allocated stakeholders (ie Careers team) - Lead Mentor recruitment and engagement for Micro Projects. - Collaborating with relevant staff and ensuring configuration and UAT is completed for all programs. - Liaising with the Projects team to ensure all Clients/Projects engaged, confirmed and ready for program launches - Lead and manage all venues and facilitation requirements in place for program launches - Program Coordination including program support, interventions, tech requirements and successful execution for Programs to a high standard. - Engagement and bug reporting with the tech team, along with continuous product improvement feedback. - Report weekly to Programs team updates and status, flagging key issues re resource needs. - Continuous improvement of program delivery / efficiency and scale Continuous Improvement & Other Projects 20% - Work collaboratively with Programs, Design, CS and Tech Team to ensure quality delivery of experience, and oversees continual program learning and process improvements are implemented at business scale. - Involvement in Customer Success projects as required. Ie Job Smart - A Sys-Admin Power user managing technical requirements, and training of others (internally and externally). - Special Projects. - Learning Design or Social Media & Promotional videos Key Responsibility Areas (KRAs) - Accountability for ensuring contracted Program delivery and Customer projects are delivered to a high standard and within set timeframes - Support the Programs Team in Mentor recruitment, engagement and management - Support all customer needs across students, industry and educators - Programs are configured to a high standard, with minimal errors and maximum accuracy - Technical helpdesk support queries and Programs Inbox emails are responded to within 1-2 business days - Continuous improvement of program delivery/efficiency and scale of Programs Key Performance Indicators (KPIs) - 100% of contracted programs are successfully delivered on time, in a quality manner - 100% of required Mentors for micro programs successfully recruited, engaged and managed - Positive customer feedback (including University customers and their retention) and ‘willingness to recommend (WTR)’ score of 8 and above - 100% of Design, special and/or ad hoc projects delivered within scope, on time and in a high-quality manner (demonstrated in WTR scores) - Demonstrating our values, leadership and team performance Requirements - Minimum 1 year of professional experience working with students and/or early career graduates gained from backgrounds in roles such as Graduate Recruitment, L&D, tertiary careers, Work Integrated Learning or Student Experience. - High energy and entrepreneurial drive - An ability to learn and adapt quickly; quickly get a firm grasp of our customers, business and processes - Excellent presentation, communication, teamwork and interpersonal skills - Creativity, optimism and flexibility in the face of project changes and challenges #startuplife - Relevant tertiary qualifications - A secondary background and experience in fields such as customer success, product management, community management, management consulting, innovation, marketing & communications would be valuable Work Environment & Expectations

Wir sind auf der Suche nach einer/einem Freelancer*in im Bereich Kundenbetreuung für administrative und telefonische Aufgabenfelder. Aufgaben - Bearbeitung von Kundenmails via Ticketsystem - Pflege und Nachverfolgung von Bestandskunden - Telefonischer Support - Bearbeitung von Kundenakten Qualifikation - Deutsch als Muttersprache - PC Kenntnisse (Basis) - vollausgestattetes Home-Office Büro (Tisch, Stuhl, Internet, Laptop oder PC, Headset mit Noise-Cancelling) - Motivation und Leistungsbereitschaft - leistungsstarke Internetverbindung Benefits - attraktives monatliches Gehalt (750,00€ - 850,00€) - 100% Home Office - Arbeitszeiten zwischen 08:00 - 17:00 Uhr (deutsche Uhrzeit) - maximal 40h von MO-FR (Wochende FREI) - 20 Urlaubstage + alle deutschen Feiertage frei - regelmäßige Coachings in verschiedenen Bereichen - Wenn du gerne in einem jungen, dynamischen Team arbeitest, bist du bei uns an der richtigen Stelle.