Client Support Specialist

Responsibilities

• Maintain and respond to support/task tickets in Ontic's help desk system
• Own a wide variety of client requests from start to finish while ensuring key stakeholders are consistently updated
• Create and improve internal and external support documentation
• Act as a liaison between clients and development to resolve difficult technical issues
• 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
• Be a client-facing representative ensuring professionalism, active listening, and a solution-oriented mindset
• Assist in updating our client knowledge portal

Requirements

• 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 driving client requests to timely resolution
• 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)
  • Issue tracking software (Jira)
  • CRM software (Salesforce)
  • Spreadsheet software (Excel, Google Sheets)
  • Office tools (G Suite, Zoom, Slack)
• Ability to work in overlap with U.S. time zones, including weekend support, while maintaining a 5-day shift-based schedule

Nice-to-Haves

• Knowledge of AI-native support practices using LLMs and automation tools
• Familiarity interacting with new and existing clients and managing client data
• Positive and approachable demeanor while maintaining empathy
• Bonus Points for knowledge/understanding of:
  • IT/Networking
  • HTML/web design
  • Database structure
  • Technical troubleshooting on SaaS-based platforms
  • AWS and Google Cloud environments
  • Elastic search and log monitoring