Customer Support Specialist

2 weeks ago

Dublin, United States Northwoods Full time
The Customer Support Specialist will be a personable individual who must adhere to and promote our core values by performing duties in a manner that is consistent with being a team player and providing excellent customer service. They will provide initial customer support for technical inquires received via email, phone, or chat. Responsibilities include assessing the nature of the problems, troubleshooting, advising, and/or resolving basic end-user support issues via email, phone, or chat. Responsible for maintaining internal processes, resources, and mentoring Customer Support Associates.

Requirements
  • Bachelor's degree, relevant customer service experience, or comparable work experience
  • Minimum 1.5+ years experience in a support center or equivalent technical team
  • Experience with Hyland Software's OnBase software is preferred
  • Must be authorized to work and currently live in the United States

What you'll be doing
  • Investigate user issues and identify their source, determine possible solutions, test, and implement solutions
  • Works with development team to communicate issues and request changes or enhancements to software.
  • Perform timely follow up and case updates on all cases
  • Manage support communications via email, phone, and chat
  • Independently write, review, edit, and approve knowledge articles
  • Have a friendly rapport with other Northwoods department team members.
  • Assists team members with case updates on all outstanding cases
  • Develops a friendly and casual rapport with customers at many levels. May attend/lead meetings with customer to troubleshoot and resolve issues.
  • Inform internal Account Managers and Sales about potential customer solution expansion opportunities and risks to existing customer solutions
  • Promotes and intentionally works to foster an environment and culture of inclusion and equity
  • Work under general supervision with latitude for independent judgment
  • May travel to customer locations on occasion to assist with support related activities
  • Availability for infrequent support related activities that may occur outside of typical business hours

You may be a good fit for our team if you have the following...

  • Technical skills: Proficiency in troubleshooting Windows, web, mobile apps, networking, and databases.
  • Industry-specific knowledge: Understanding of document management software (OnBase, Laserfiche).
  • Communication: Strong written and verbal communication, ability to explain technical concepts clearly to non-technical stakeholders.
  • Problem-solving: Ability to tackle issues systematically, experimenting with solutions, and making decisions based on analysis.
  • Autonomy and teamwork: Ability to work independently but also communicate progress and collaborate effectively with a team.
  • Customer service focus: Active listening and relationship-building to ensure customer satisfaction

What we provide
  • Medical, dental, and vision insurance with an H.S.A. option
  • Short- and long-term disability
  • Company paid basic life insurance
  • 401(k) with 3.5% company match and immediate vesting
  • Free financial education and consultation
  • Wellness program that helps you earn lower premiums
  • Robust EAP program that includes free therapy sessions, lifestyle coaching, legal/ID theft services, and more
  • Paid parental leave and volunteer time off
  • Generous PTO policy and 10 company paid holidays
  • Company paid cell phone plan

Find yourself checking a lot of these boxes but doubting whether you should apply? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Northwoods, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. Northwoods is committed to diversity in its workforce and is proud to be an equal opportunity employer. We are excited to work with talented people, period. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, gender, age, disability, sexual orientation, gender identity and/or expression, marital or civil status, political affiliation, family or parental status, or any other status protected by the laws or regulations in the jurisdictions in which we operate.

Who is Northwoods?

Northwoods makes software solutions that improve the quality of the life of case managers and social workers in the Health and Human Services (HHS) field. Recognized as one of Columbus' top places to work, working at Northwoods means being part of a team that's passionate about making an impact on the lives of HHS professionals and the families they serve.

We believe in creating a culture of inclusivity and accountability seeking to hire professional, passionate and driven individuals that believe in the values that we believe in:

  1. Curiosity - Willing to test assumptions, courage to ask questions, and active listening.
  2. Community - Helping and mentoring each other, celebrating diversity and acknowledging our team members' contributions.
  3. Resourcefulness - Willing to try and fail. Asking for help and trusting the expertise of our team.
  4. Stewardship - Safeguarding Northwoods' values, culture, mission, and resources.


We believe that our team members are all accountable adults, not only to themselves but to each other, and we treat them that way. Our team works incredibly hard and is proven through dedication to their craft and our mission.

Our Solutions

Our products are designed for state and county social care program areas, including child welfare, childcare, child support, economic assistance and adult & aging agencies. These solutions leverage technology to allow case workers and social workers to easily collect, store, manage, and share case content and data more efficiently. By simplifying processes, our customers can spend more time engaging with the families they serve, make better informed decisions and achieve better outcomes.

Traverse - A SaaS solution that allows for easy, on-the-go access to case files, case work and interview forms and intelligent insights on case content and materials, which lead to better engagement and better outcomes.

Compass - Compass solution is some of our longer standing software that supports multiple markets for both state and county customers. Our focus on reducing time wasted on paperwork and administrative burdens allows case workers to better serve families in need.

Case Aide Services - Our trusted team of experienced child welfare professionals becomes an extension of agency staff supporting them with administrative tasks such as referral and records requests, compiling documents for court, and document organization. Workers can focus on fostering healthier families without sacrificing their own well-being.Learn More

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