Client Support Specialist
Client Support Specialist providing technical support and issue resolution for Ontic's AI-powered security platform. Serves as liaison between clients, success, and product teams; manages tickets, documentation, metrics, and cross-functional collaboration in a remote SaaS environment.
About the job
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
Skills
Freshdesk, Jira, Salesforce, Excel, Google Sheets, G Suite, Zoom, Slack, HTML, AWS, GCP, Elasticsearch
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