Client Support Specialist

Summary

Join Ontic, a company creating software for corporate and government security professionals, as a Client Support Specialist. You will be responsible for providing exceptional client support, resolving issues, and proactively engaging users. This role involves direct client interaction, technical liaison between Success and Product teams, and improving the Ontic platform based on client feedback. You will maintain and respond to support tickets, create support documentation, and collaborate with cross-functional teams. The ideal candidate is intensely organized, detail-oriented, and possesses exceptional communication skills. This position offers a competitive salary and benefits package.

Requirements

• An intensely organized and detail oriented candidate with exceptional communication skills
• Comfortable working proactively and as part of a team in a remote environment
• Tech savvy, possessing a troubleshooting aptitude, along with the ability to grasp and self instruct on complex concepts

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

• 2-4 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
• Experienced in data analysis and product documentation
• Experience working with: Help Desk ticketing systems (Freshdesk) Issue tracking software (Jira) CRM software (Salesforce) Spreadsheet software (Excel, Google Sheets) Office tools (G Suite, Zoom, Slack)
• I.T./Networking
• HTML/web design
• Database structure
• Experience in technical troubleshooting on SaaS-based platforms, along with understanding of AWS and Google Cloud environments, would be an added advantage
• Experience with Elasticsearch and log monitoring is an added advantage

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