Support Specialist

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    "departmentLabel": "Customer Support",
    "employmentStatusLabel": "Full-Time"
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    "location": {
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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Support Specialist</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Reports to: Support Manager</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Compensation: Up to $45,000 per year based on experience</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">We’re looking for a Customer Support Specialist to join OnTheClock, a growing SaaS company focused on time tracking, scheduling, and embedded payroll for small and mid-sized businesses. In this role, you’ll be part of a supportive, collaborative team and play a key role in delivering a thoughtful, high-quality customer experience across phone, ticket, and chat channels.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">At OnTheClock, we’re continuing to expand the tools we offer to help small businesses run better and support their teams with confidence. Our long-term goal is to reach one million users, and our Support team is central to that mission. You’ll work closely with Support, Product, Engineering, Customer Success, and Sales in an environment that values trust, growth, and doing great work together, while benefiting from competitive pay, strong benefits, and clear opportunities to grow your career.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">This is a hands-on, fast-paced role ideal for someone who enjoys problem-solving, communicating clearly, and taking ownership of their work. As OnTheClock grows, this role offers a clear career path, with opportunities to deepen your expertise, take on expanded responsibilities, and progress into more senior or specialized roles over time within a team that values development, accountability, and long-term growth.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">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.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Manage individual case volume and workload to ensure balanced team contribution, accountability, and consistent support coverage.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span style=\"font-size: 10pt\">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.</span></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Required Qualifications</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">One plus year of customer service experience </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Passion for problem-solving and helping support OnTheClock’s customer experience</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Excellent verbal and written communication skills</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Comfortable working with support tools (i.e., Live Chat, Salesforce, Ring Central) and providing clear and consistent ticket documentation</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Comfortable learning technical concepts and documenting steps to reproduce</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Ability to multitask </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Preferred Skills &amp; Qualifications</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Experience with Salesforce or Zendesk (CRM) style ticketing systems</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Familiarity with SLA’s and obtaining solutions through knowledge-based articles and help libraries</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">De-escalation skills, sales or retention exposure, and the ability to work with diverse people dynamics</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">You're wondering, what is OnTheClock?</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">OnTheClock, founded in 2004, is a Michigan-based SaaS (web-based) software company that provides real-time time tracking, scheduling, and payroll for businesses. Our web-based software and apps provide employers with a simple way to track employee hours, establish work schedules, and pay employees all in one system.  OnTheClock has a great culture, and we are looking for like-minded people who can deliver the best service possible to our customers.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">What we look for in you</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Positive - whatever it takes attitude</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Analytical - drills down into data and loves technology, data, and spreadsheets</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Growth Mindset - curious and always learning</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Deep Expertise  - smarter than us at your craft. We want you to challenge yourself and us.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Build Up Others - teach others as you work</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Results Focused - ability to achieve and prove results</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Culture Fit - Must fit in here at OTC, in line with our values -<span> </span></span><a href=\"https://www.ontheclock.com/meetUs.aspx#our-values\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">https://www.ontheclock.com/meetUs.aspx#our-values</span></a></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Be A Doer - always looking for new ways to look at data and make recommendations</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Find us on<span> </span></span><a href=\"https://www.linkedin.com/company/ontheclock-com/?originalSubdomain=es\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">LinkedIn</span></a><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span> </span>to understand more about us</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Why Should You Work Here With Us</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">2023 - 2025 Crain’s Best Places to Work recipient</span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Competitive pay</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Flextime</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Hybrid work environment</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">100% paid health insurance</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">The kitchen is stocked with drinks and snacks</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Free company lunch every Thursday</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Paid time off</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">9 paid holidays</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">$100k life insurance</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">401K matching retirement plan</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Short-term disability</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Long-term disability </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Continuing education is encouraged with $1,000 per year</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Blue Cross dental and vision</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Career growth</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">4.9-star Glassdoor review</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">4.8-star product review</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">The finer print</span></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">An I-9 form must be completed at hire to confirm work authorization.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">If you require reasonable accommodation to complete this application, contact [email protected].</span></li>\n</ul>",
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    "minimumExperience": "Entry-level",
    "jobOpeningShareUrl": "https://ontheclock.bamboohr.com/careers/51",
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