Customer Support Specialist

The Customer Support Specialist is a personable, customer-focused professional who models and promotes our core values. This role provides first-level technical support for inquiries received through the customer portal, phone, or chat. The individual will assess issues, troubleshoot effectively, and deliver timely solutions for both end users and system administrators. In addition, this position supports the ongoing success of the support team by maintaining internal processes and resources, and by mentoring Customer Support Associates to ensure consistent, high-quality service.

Experience – What we're looking for

• Associate degree in Information Technology, Computer Science, Business, or a related field; or an equivalent combination of education and practical experience.
• 1–3 years of experience in customer support, technical support, or a help desk environment.
• Experience troubleshooting software, basic networking, and/or mobile/desktop applications.
• Experience working with ticketing systems, CRM platforms, or similar support tools.
• Prior experience creating or maintaining knowledge base articles, user guides, or internal documentation preferred.
• Experience supporting customers via phone, email, and chat in a service-focused environment.
• Experience providing training, product guidance, or customer onboarding is a plus.
• Experience with Hyland Software's OnBase software is a plus

What you'll be doing

• Effectively troubleshoot and resolve customer issues by identifying root causes, test solutions, and help customers implement fixes
• Consistently perform timely support case intake and follow up to meet customer service level agreements (SLAs) and team key performance indicators (KPIs)
• Document and manage support communications using internal tools, email, phone, and chat
• Provide product and support training and assistance to team members and other Northwoods staff
• Provide product training to users to facilitate product usage
• Demonstrate a friendly and casual rapport when interacting with customers
• Properly escalate unresolved issues and requests to other departments for assistance resolving (product development, account management, sales, etc.)
• Write and review knowledge base articles and update internal systems with knowledge
• Promote and intentionally work to foster an environment and culture of inclusion and equity
• Availability to flex work time for infrequent support related activities that may occur outside of typical business hours
• Other job-related duties as assigned

You may be a good fit for our team if you can do the following…

• Technical Troubleshooting: Proficient in diagnosing and resolving issues across Windows, web, mobile (Android/iOS), basic networking, and basic databases; strong grasp of root-cause analysis and solution testing.
• Technology Proficiency: Solid understanding of Microsoft SQL, core solution technologies, and document management systems.
• Communication & Documentation: Strong written and verbal communication skills; able to translate technical information for nontechnical audiences and create clear, user-friendly knowledge base articles.
• Problem-Solving & Critical Thinking: Skilled at analyzing issues, evaluating options, and identifying effective solutions with resilience and sound judgment.
• Customer Service & Interpersonal Skills: Provides excellent customer support with active listening, clarity, tact, and the ability to diffuse tense situations and build strong relationships.
• Teamwork, Accountability & Professionalism: Works independently while keeping others informed, manages time and priorities effectively, and supports team members

What we provide

• Medical (includes H.S.A. option with employer contribution), dental, and vision insurance
• Short- and long-term disability
• Company paid basic life insurance
• 401(k) with 4% 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
• 12 weeks fully paid parental leave
• Up to $5,000 adoption fee reimbursement
• $500 wellness reimbursement after 60 days of employment
• 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.