Senior Product Support Associate
Ontra
πRemote - United Kingdom
Please let Ontra know you found this job on JobsCollider. Thanks! π
Job highlights
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
Share this job:
Disclaimer: Please check that the job is real before you apply. Applying might take you to another website that we don't own. Please be aware that any actions taken during the application process are solely your responsibility, and we bear no responsibility for any outcomes.
Similar Remote Jobs
- πIndia
- π°$1kπSlovakia, Czech Republic
- π°$75k-$175kπUnited States
- π°$75k-$175kπUnited States
- πWorldwide
- π°$115k-$204kπUnited States
- πIndia
- π°$117k-$162kπUnited States
- π°$124k-$198kπUnited States
Please let Ontra know you found this job on JobsCollider. Thanks! π