121 applicants

Company

Ontic · 8 hours ago

Client Support Specialist

United States

Full-time

Remote

Entry Level

$65K/yr - $75K/yr

2+ years exp

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Cyber SecurityInformation Technology

Comp. & Benefits

No H1B

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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

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Software supportOnboarding servicesHelp Desk ticketing systemsIssue tracking softwareCRM softwareData analysisProduct documentationSpreadsheet softwareOffice toolsTechnical troubleshootingCross-functional collaboration

Required

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.

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.

Preferred

2-3 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.

Experience 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).