Support Specialist

Responsibilities

• 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.

• One plus year of customer service experience
• Passion for problem‑solving and helping support On The Clock ’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)