Client Support Specialist

Logo of Ontic

Ontic

πŸ’΅ $65k-$75k
πŸ“Remote - United States

Job highlights

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

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