Ontic is looking for a Client Support Specialist to ensure clients have an amazing experience using our platform. This role serves as the critical technical liaison between our Success and Product teams, acting as the voice of the client to drive product improvements. The position requires working a Wednesday through Sunday schedule aligned with PST/West Coast business hours.
What You'll Do
- Maintain and respond to support 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 of Ontic, ensuring professionalism, active listening, and a solution-oriented mindset.
- Assist in updating the client knowledge portal.
What We're Looking For
- 2-4 years of experience providing software support and/or onboarding services across desktop and mobile operating systems in a fast-paced, browser-based SaaS organization.
- Expert at managing support ticket queues and driving client requests to timely resolution.
- Familiarity interacting with new and existing clients and managing client data.
- Demonstrated positive and approachable demeanor while maintaining empathy in client interactions.
- Ability to work cross-functionally with other Ontic teams.
- Experience working with offshore teams.
- Experienced in data analysis and product documentation.
- Experience with Help Desk ticketing systems (Freshdesk), Issue tracking software (Jira), CRM software (Salesforce), Spreadsheet software (Excel, Google Sheets), and Office tools (G Suite, Zoom, Slack).
- This role requires working full-time on weekends to maintain uninterrupted service for our clients.
- This role follows a Wednesday through Sunday work week aligned with PST Time Zone / West Coast business hours.
Nice to Have
- Knowledge/understanding of: IT/Networking, HTML/web design, Database structure.
- Experience in technical troubleshooting on SaaS-based platforms, along with understanding of AWS and Google Cloud environments.
- Experience with Elastic search and log monitoring.
Technical Stack
- Freshdesk, Jira, Salesforce
- Excel, Google Sheets, G Suite, Zoom, Slack
- AWS, Google Cloud, Elastic search
Team & Environment
You will work cross-functionally with Client Success Managers, Product Managers, and development teams.
Benefits & Compensation
- Competitive Salary
- Medical, Vision & Dental Benefits
- 401k
- Stock Options
- HSA Contribution
- Learning Stipend
- Flexible PTO Policy
- Quarterly company ME (mental escape) days
- Generous Parental Leave policy
- Home Office Stipend
- Mobile Phone Reimbursement
- Home Internet Reimbursement for Remote Employees
- Anniversary & Milestone Celebrations
Work Mode
This is a remote position.
Ontic is an equal-opportunity employer committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable law.
