Client Support Specialist - Remote

Overview

As a Client Support Specialist at Ontic, you will be responsible for ensuring that clients have an amazing experience using the Ontic platform by resolving issues and proactively engaging users.

In Short

• Maintain and respond to support/task 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 to resolve technical issues.
• Report on metrics related to client issues and SLAs.
• Work cross-functionally with Client Success Managers and Product Managers.
• Be a client-facing representative of Ontic ensuring professionalism.
• Assist in updating the client knowledge portal.

Requirements

• 2-4 years of experience providing software support in a SaaS organization.
• Expert at managing support ticket queues.
• Familiarity with client interaction and managing client data.
• Positive demeanor with empathy in client interactions.
• Ability to work cross-functionally with other teams.
• Experience working with offshore teams.
• Experienced in data analysis and product documentation.
• Experience with Help Desk ticketing systems, issue tracking software, and CRM software.

Benefits

• Competitive Salary.
• Medical, Vision & Dental Benefits.
• 401k.
• Stock Options.
• HSA Contribution.
• Learning Stipend.
• Flexible PTO Policy.
• Quarterly company ME days.
• Generous Parental Leave policy.
• Home Office Stipend.
• Mobile Phone and Home Internet Reimbursement.