• Ensure the best possible experience for customers, from onboarding through daily adoption, proactively providing guidance for optimal use of the platform; • Conduct onboarding, follow-up routines, and communications with our new customers; • Support the product team in the platform's continuous improvement by collecting customer feedback and identifying ways to increase engagement and delivered value; • Monitor KPIs and prevent churn across the customer portfolio; • Identify more efficient ways to unblock customers' implementation journeys, using technology, automation, and AI to accelerate adoption and reduce friction during implementation.

• Handling customer emails via a ticketing system • Maintenance and follow-up of existing customers • Telephone support • Processing customer files

Role Description We're looking for a Customer Support Specialist to join our Customer Support team as an advanced individual contributor. In this role, you'll manage complex cases, drive escalations to resolution, and serve as a subject matter expert on the AbsenceSoft platform. You'll work closely with our Product, Engineering, and Customer Success teams to address high-impact issues while contributing to continuous improvements in customer experience, processes, and support resources. What You'll Do - Resolve complex, time-intensive customer issues that require deep product knowledge, advanced troubleshooting, and multi-step investigation across interconnected system components. - Validate and reproduce suspected product defects escalated from Tier 1, conducting thorough testing to identify root causes, conditions, and scope of impact. - Collaborate with Product and Engineering teams to document defects with clear reproduction steps, supporting evidence, and business impact analysis. - Utilize support tools — including Sumo logs and DataDog — to diagnose system issues, analyze performance, and conduct technical investigation. - Serve as an escalation resource for Tier 1 analysts on complex application issues, providing guidance on advanced troubleshooting and product functionality. - Document comprehensive application solutions and complex workflows, contributing to knowledge base content that elevates overall team capabilities. - Build deep expertise in assigned product domains, staying current on the product roadmap, known issues, and complex configuration scenarios. - Participate in maintaining company security controls and compliance standards within your role. Qualifications - Bachelor's degree in Business, Communications, Technology, or a related field — or equivalent experience. - 2–4 years of experience in customer support, SaaS application support, or client-facing roles. - Proven expertise with support tools and case management systems (e.g., Zendesk, Salesforce Service Cloud). - Demonstrated ability to resolve highly complex customer issues with minimal supervision. - Strong communication skills, with the ability to explain technical solutions clearly to varied audiences. - Ability to professionally navigate customer frustration and de-escalate challenging interactions. - Experience in HR technology, leave management, or compliance-driven SaaS is a plus. - Familiarity with API troubleshooting, integrations, and advanced data workflows is a plus. - Experience with Datadog, Sumo, or similar diagnostic tools is a plus. - A customer-first mindset — proactive, solution-oriented, collaborative, and comfortable mentoring peers in a fast-paced, scaling environment. Benefits - Impact that matters: You’ll do work that shapes the future of the modern workplace. - Flexibility and trust: We’re remote-first and results driven. You’ll have the freedom and flexibility to do your best work, wherever you do it best. - Growth and development: You’ll have access to learning resources, leadership programs, and real opportunities to take on new challenges and expand your impact. - Competitive rewards: We offer comprehensive benefits, a performance-based bonus program, and equity opportunities – because when we grow, you should too. - Time for life: Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs designed to support every season of life. - Belonging and balance: We’re building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.

Role Description First Due is re-imagining Fire and EMS by providing a modern cloud-based platform that allows agencies to run their entire operation in one place. From Fire Prevention, Pre-Incident Planning, Incident Reporting, Scheduling, Asset Management, Reporting, Response and more, First Due is leading the public safety software industry in transforming public safety through next-generation technology and innovation. - Serve as the first point of contact for customer support inquiries received via phone, email, and customer portals. - Own customer issues from intake through resolution, ensuring timely follow-up and communication. - Prioritize and manage multiple support cases while meeting established service level agreements (SLAs). - Troubleshoot, diagnose, and resolve software-related issues using available tools, resources, and documentation. - Accurately document customer interactions, troubleshooting steps, resolutions, and follow-up actions within support systems. - Escalate complex issues and collaborate with Product, Engineering, and other teams to drive timely resolution. - Perform root cause analysis when appropriate and identify opportunities to reduce recurring issues and support volume. - Maintain current knowledge of product functionality, enhancements, and releases to provide accurate customer guidance. - Contribute to the continuous improvement of support documentation, processes, and customer education resources. - Perform other duties as assigned. - Holiday coverage may be required on a rotational basis. Qualifications - This is a remote role, but the employee does need to be located in the US. - 1–3 years of experience in product support, technical support, or customer service. - Experience providing support through both voice and non-voice channels (phone, email, and ticketing systems). - Excellent interpersonal, written, and verbal communication skills. - Experience using CRM and support platforms such as Zendesk, Jira, or similar tools. - Strong technical troubleshooting and problem-solving skills. - Ability to clearly communicate simple and complex technical concepts to customers and internal stakeholders. - Self-motivated with the ability to work independently and collaboratively in a team environment. - Strong analytical, organizational, and time-management skills. - Professional telephone etiquette and customer service skills. Requirements - Experience with the First Due platform strongly preferred. - Experience in the Fire/EMS industry. - Experience supporting SaaS software products preferred. Benefits - Comprehensive compensation and benefits package for eligible employees. - Competitive pay. - Medical, dental, and vision coverage. - FSA/HSA. - 401(k). - Flexible PTO. - Fully remote workplace. - Technology stipend. - Opportunities for advancement. - Other benefits and perks that set our team apart.