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Ontic · 3 weeks ago

Client Support Specialist

United States

Full-time

Remote

Entry, Mid Level

$65K/yr - $75K/yr

2+ years exp

Ontic is a company that provides software solutions for corporate and government security teams to enhance their threat management capabilities. The Client Support Specialist will interact directly with clients, resolve issues, and serve as a technical liaison to improve the client experience with the Ontic platform.

Information TechnologySaaSSecuritySoftware

Comp. & Benefits

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

Qualification

Software supportHelp Desk systemsIssue tracking softwareCRM softwareTechnical troubleshootingData analysisClient managementProactive engagementCommunication skillsTeam collaboration

Required

An intensely organized and detail oriented support professional 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

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

Ability to work in overlap with U.S. time zones, including weekend support, while maintaining a 5-day shift-based schedule

Preferred

2-4 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

Familiarity interacting with new and existing clients and managing client data

Has the experience to demonstrate a positive and approachable demeanor while maintaining empathy in client interactions

Ability to work cross-functionally with other Ontic teams

Experience working with offshore teams

Experienced in data analysis and product documentation

Experience working with Help Desk ticketing systems (Freshdesk)

Experience working with Issue tracking software (Jira)

Experience working with CRM software (Salesforce)

Experience working with Spreadsheet software (Excel, Google Sheets)

Experience working with Office tools (G Suite, Zoom, Slack)

Bonus Points for knowledge/understanding of IT/Networking