Senior Customer Care Associate

Summary

Join Ontra, a leading AI legal tech company, as a Senior Customer Care Associate! Based in Arizona or Utah, you'll work a 12 pm to 8 pm Mountain Time schedule, providing expert customer support via tickets, Zoom, and phone calls. You'll collaborate on projects, empower customers to maximize product value, and leverage your analytical and problem-solving skills. This role requires 2-3 years of tech support experience, strong communication skills, and ticketing tool proficiency. Ontra offers a remote-first work environment, paid time off, parental leave, retirement contributions, and various insurance options, along with professional development opportunities.

Requirements

• 2-3 years of experience in customer/product support within a technology company, providing comprehensive assistance and guidance
• Strong verbal, written, and interpersonal communication abilities essential for engaging with customers and team members effectively
• Proven experience working directly with customers, ensuring their satisfaction and resolving queries
• Familiarity with using ticketing tools such as Zendesk, Jira, or HelpScout for managing and tracking customer support cases
• Experience in writing both internal and external help documentation to facilitate effective communication and customer self-service
• Experience in partnering with Engineering and Product teams to resolve bugs, as well as working with partners across Customer Success to understand and address customer needs

Responsibilities

• Provide expert assistance to customers, the Legal Network, and colleagues by addressing product questions and issues through ticket work, and occasionally through live Zoom meetings or phone calls; expect to manage a volume of 40+ tickets a week, with support from teammates
• Act as a Driver or Contributor in project work designed to support company Objectives and Key Results (OKRs), ensuring alignment with broader organizational goals
• Enable customers to derive maximum value from our products through timely, knowledgeable, and personalized support interactions

Benefits

• Remote-first working policy, with office hubs in SF, NYC, Santa Barbara, and London
• Twice yearly team offsites for in-person collaboration
• Paid flexible time off policy
• Paid parental leave and benefits
• Employer-supported retirement contributions, varying by country
• Monthly phone and internet reimbursement
• Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
• Various options for medical, dental, and vision insurance