Managed Services Specialist

Summary

The job is for a Managed Services Specialist who will deliver maintenance, configuration, implementation, and support services to enterprise-level clients at Ontic, a company that provides software for corporate and government security professionals. The ideal candidate has 2-3 years of experience in a similar role, preferably within the SaaS industry, with one year of working experience with a SaaS platform in configuration management.

Requirements

• Two to Three years of experience in a similar role, preferably within the SaaS industry
• One year of working experience with a SaaS platform in configuration management
• Bachelor's degree or equivalent experience
• Excellent communication and interpersonal skills
• Ability to work both independently and collaboratively in a fast-paced environment
• Experience in tracking resolutions, bugs, and tasks using Jira and Microsoft Excel

Responsibilities

• Configure custom solutions for enterprise-level clients, focusing on the maintenance component of the service
• Provide on-call support as required for the platforms, both on-site and virtually, for enterprise clients
• Focus on client adoption and retention through proactive support and engagement
• Train new users on platform functionalities and features
• Create customized training materials and upload them to the knowledge space
• Develop custom documents to address specific client needs
• Effectively communicate with both internal teams and external clients
• Set and track objectives and key results (OKRs) focused on client adoption and retention

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