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Client Support Specialist
Full-time
Who We Are
Ontic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe. Its AI-powered Connected Intelligence Platform unifies security operations and data into a centralized system of record, enabling organizations to conduct risk assessments, protect against workplace violence, and manage threats and incidents more efficiently. Fortune 500 companies and federal agencies rely on Ontic to support security programs such as executive protection, threat intelligence, and corporate investigations. Learn more at ontic.ai or follow us on LinkedIn.
Who You Are
An intensely organized and detail oriented candidate with exceptional communication skills. Comfortable working proactively and as part of a team in a remote environment. Tech savvy, possessing a troubleshooting aptitude, along with the ability to grasp and self instruct on complex concepts.
You'll spend most of your time interacting directly with clients and ensuring that they have an amazing experience using the Ontic platform! Daily tasks include resolving incoming issues and proactively engaging users before an issue arises. This role will serve as the technical liaison between Success and Product, serving as the voice of the client to make our product better.
Responsibilities
Maintain and respond to support/task tickets in Ontic's help desk system
Responsible for owning a wide variety of client requests from start to finish while ensuring key stakeholders are consistently updated with relevant information
Create and improve internal and external support documentation
Act as a liaison between clients and development, when necessary, to resolve difficult technical issues faced by our clients
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, and ensure we are exceeding client expectations
Be a client-facing representative of Ontic and ensure professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented mindset
Assist in updating our client knowledge portal
Preferred Qualifications
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 responsible for driving client requests to a timely resolution
Knowledge of AI-native support practices using LLMs and automation tools to improve ticket resolution, knowledge retrieval, customer communication, and operational efficiency.
Familiarity interacting with new and existing clients and managing client data
Has the experience to demonstrate a 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 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)
Bonus Points for 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, would be a plus
Experience with Elastic search and log monitoring is a plus
Work Schedule
1:00 PM to 10:00 PM Central Time
Ontic Benefits & Perks
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
All Ontic employees are expected to understand and adhere to all Ontic Security and Privacy related policies in order to protect Ontic data and our clients data.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Ontic we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
