Client Support Specialist
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
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
3-5 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
Knowledge of AI-native support practices using LLMs and automation tools to improve ticket resolution, knowledge retrieval, customer communication, and operational efficiency
Familiarity interacting with new and existing clients and managing client data
The experience to demonstrate a positive and approachable demeanor while maintaining empathy in client interactions
Experience working with offshore teams
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)
Qualifications
Preferred Qualifications
Knowledge of AI-native support practices using LLMs and automation tools to improve ticket resolution, knowledge retrieval, customer communication, and operational efficiency
Familiarity interacting with new and existing clients and managing client data
The experience to demonstrate a positive and approachable demeanor while maintaining empathy in client interactions
Experience working with offshore teams
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)
Skills
Technical troubleshooting on SaaS-based platforms
Understanding of AWS and Google Cloud environments
Experience with Elastic search and log monitoring
Benefits & Perks
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
Pay
Competitive salary based on experience and qualifications
Schedule
Ability to work in overlap with U.S. time zones, including weekend support, while maintaining a 5-day shift-based schedule