Client Support Specialist

Summary

Join Ontic's Operations team as a Client Support Specialist! In this role, you will be the primary point of contact for clients, ensuring a positive experience with the Ontic platform. You will resolve incoming issues, proactively engage users, and act as a liaison between clients and the product development team. Your responsibilities include managing support tickets, creating documentation, and reporting on client-related metrics. The ideal candidate is intensely organized, detail-oriented, and possesses exceptional communication skills. This is a remote position requiring technical aptitude and the ability to learn complex concepts independently.

Requirements

• Be intensely organized and detail oriented
• Possess exceptional communication skills
• Be comfortable working proactively and as part of a team in a remote environment
• Be tech savvy, possessing a troubleshooting aptitude
• Have the ability to grasp and self instruct on complex concepts
• Be legally authorized to work in the US without requiring sponsorship, now or in the future

Responsibilities

• Maintain and respond to support/task tickets in Ontic's help desk system
• Responsible for owning a wide variety of client requests from start to finish while ensuring key stakeholders are consistently updated with relevant information
• Create and improve internal and external support documentation
• Act as a liaison between clients and development, when necessary, to resolve difficult technical issues faced by our clients
• Report on metrics related to client issues, themes, bug closure rate, and SLAs
• Work cross-functionally with Client Success Managers, Product Managers, and development teams to deliver exceptional service, and ensure we are exceeding client expectations
• Be a client-facing representative of Ontic and ensure professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented mindset
• Assist in updating our client knowledge portal

Preferred Qualifications

• 2-3 years of experience providing Software support and/or Onboarding services across various desktop and mobile operating systems in a fast paced, browser based platform SaaS organization
• Expert at managing support ticket queues and responsible for driving client requests to a timely resolution
• Familiarity interacting with new and existing clients and managing client data
• Has the experience to demonstrate a positive and approachable demeanor while maintaining empathy in client interactions
• Ability to work cross-functionally with other Ontic teams
• Experience working with offshore teams
• Experience in data analysis and product documentation
• Experience working with: Help Desk ticketing systems (Freshdesk)
• Experience working with: Issue tracking software (Jira)
• Experience working with: CRM software (Salesforce)
• Experience working with: Spreadsheet software (Excel, Google Sheets)
• Experience working with: Office tools (G Suite, Zoom, Slack)

Benefits

• Competitive Salary
• Medical, Vision & Dental Benefits
• 401k
• Stock Options
• HSA Contribution
• Learning Stipend
• Flexible PTO Policy
• Quarterly company ME (mental escape) days
• Generous Parental Leave policy
• Home Office Stipend
• Mobile Phone Reimbursement
• Home Internet Reimbursement for Remote Employees
• Anniversary & Milestone Celebrations