Client Support Specialist - Remote

Overview

The Client Support Specialist at Ontic will be responsible for ensuring an exceptional experience for clients using the Ontic platform by resolving issues, managing support requests, and acting as a liaison between clients and internal teams.

In Short

• Maintain and respond to support tickets in Ontic's help desk system.
• Own a variety of client requests from start to finish.
• Create and improve internal and external support documentation.
• Act as a liaison between clients and development teams.
• Report on metrics related to client issues and SLAs.
• Work cross-functionally to deliver exceptional service.
• Ensure professionalism in client interactions.
• Assist in updating the client knowledge portal.

Requirements

• 2-4 years of experience in Software support or Onboarding services.
• Expert at managing support ticket queues.
• Familiarity with client data management.
• Positive and approachable demeanor with empathy in interactions.
• Ability to work cross-functionally.
• Experience with offshore teams.
• Data analysis and product documentation experience.
• Experience with Help Desk ticketing systems (Freshdesk).
• Knowledge of issue tracking software (Jira) and CRM software (Salesforce).
• Experience in technical troubleshooting on SaaS platforms.

Benefits

• Opportunity to work in a dynamic and supportive environment.
• Engagement with cross-functional teams.
• Professional development opportunities.
• Flexible remote work arrangements.
• Competitive compensation package.