Client Support Specialist

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 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 or follow us on LinkedIn.

Who You Are

An intensely organised 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.

Youll 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 Ontics 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

Qualifications

4-7 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

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 :

I.T. / 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 an added advantage.

Experience with Elasticsearch and log monitoring is an added advantage

Note : Able to work in overlap with U.S. time zones including weekend support while

maintaining a 5-day shift-based schedule.

Bachelors degree in Engineering Computer Science or equivalent degree- MCA.

Dont 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 youre excited about this role we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Ontic prioritizes the full inclusion of qualified individuals providing necessary accommodations for those with disabilities to perform essential job functions. If you need assistance during the application or interview process or job tasks please contact us at or call

Required Experience :

IC

Key Skills

Children Activity,Access Control,Human Resources Administration,Government,Actuary,Hydraulics

Employment Type : Full-Time

Department / Functional Area : Engineering

Experience : years

Vacancy : 1