Tech Support Specialist

ABOUT THE ROLE
One Step Software builds technology for addiction recovery-focused organizations. We're a lean, mission-driven team and our clients depend on us to keep their operations running smoothly.

We're looking for a sharp, empathetic Tech Support Specialist who can handle the full support lifecycle: onboarding new clients, helping resolve any issues they have, and retaining clients.

WHAT YOU'LL DO
— Respond to inbound support tickets and email inquiries 
— Handle email and phone support for real-time troubleshooting and assistance
— Guide new clients through onboarding and product setup
— Resolve basic account and billing questions quickly and professionally
— Use AI tools to draft responses, research solutions, and work more efficiently
— Document common issues and contribute to our knowledge base                 — Communicate with the engineering team and provide context and investigation for client reported bugs and feature requests

— Report on metrics and be held accountable for metrics such as NPS and Client Retention %

WHAT WE'RE LOOKING FOR
— 1–3 years of customer support, IT or technical support experience (SaaS preferred)
— Quick to learn technical skills

— Degree in data or CS preferred
— Hands-on experience with Freshdesk or a similar ticketing platform
— Comfortable using AI tools like Claude, ChatGPT, or similar in day-to-day work
— Able to troubleshoot basic software issues independently and fix them yourself
— Strong written communication skills

— Excellent problem solving abilities
— Comfortable working with clients in healthcare or behavioral health settings (a plus)

— Able to pull data yourself using SQL 

— A strong desire to be organized and keep all data and reporting clean and accurate

— Ability to point out how we can retain clients and solve problems for clients in a streamlined and efficient manner

— A strong desire to operate effectively and efficiently

— Someone who is able to manage their own time and doesn't need to be micromanaged to do their job well

We expect this person to actively use AI tools to do their job better — drafting faster, researching smarter, and solving problems more efficiently. If you've built your own AI workflow, we'd love to hear from you.

WHY ONE STEP
— Work that matters — our clients are on the front lines of the addiction crisis we are having in America
— Fully remote, async-friendly culture
— Small team with direct access to leadership and product decisions
— Ability to impact all aspects of the business

HOW TO APPLY
Send your resume and a brief note about a personal or professional workflow you streamlined using AI. **Applications without this will not be reviewed.**