Senior Product Support Associate

Summary

Join Ontra, the global leader in AI-powered legal technology solutions, as a Senior Product Support Associate and contribute to providing top-notch technical support, collaborating cross-functionally, and innovating process improvements.

Requirements

• 2+ years of customer/product support experience in a technology company, demonstrating your ability to handle diverse support scenarios and customer interactions efficiently
• Background working in a remote-first, global environment strongly preferred
• Experience with ticketing tools such as Zendesk, Jira, or HelpScout; effective collaboration with Engineering and Product teams to resolve bugs

Responsibilities

• Provide comprehensive technical assistance to users, addressing queries and resolving issues through ticket work and live Zoom sessions
• Engage as a Driver or Contributor in projects aligned with company OKRs, playing a pivotal role in achieving organizational goals through collaboration and innovation
• Efficiently manage and resolve a substantial volume of support tickets weekly, ensuring swift first response rates and high customer satisfaction scores (CSAT)
• Build strong relationships through one-on-one sessions with key stakeholders, including PMs, Engineering Support, and Product Ops leaders, to align support processes and improve escalation protocols
• Take charge of the support process by the 60-day mark, collaborating with external and internal stakeholders to solve issues across all product lines and improve user experience
• Contribute to the continuous improvement of support processes by providing feedback and updating the Support Help Center with accurate documentation, ensuring it meets users' needs

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
• 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