Client Support Specialist

Who We Are
Ontic makes software that corporate and government security professionals use to proactively manage threats, mitigate risks, and make businesses stronger. Built by security and software professionals, the Ontic Platform connects and unifies critical data, business processes, and collaborators in one place, consolidating security intelligence and operations. We call this Connected Intelligence. Ontic serves corporate security teams across key functions, including intelligence, investigations, GSOC, executive protection, and security operations.
As Ontic employees, we put our mission first and value the trust bestowed upon us by our clients to help keep their people safe. We approach our clients and each other with empathy while focusing on the execution of our strategy. And we have fun doing it.
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

• 2-4 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

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.
Ontic does not provide sponsorship for employment visas or work authorization for this role. Applicants must be legally authorized to work in the US without requiring sponsorship, now or in the future.
Ontic Benefits & PerksCompetitive SalaryMedical, Vision & Dental Benefits401kStock OptionsHSA ContributionLearning StipendFlexible PTO PolicyQuarterly company ME (mental escape) daysGenerous Parental Leave policyHome Office StipendMobile Phone ReimbursementHome Internet Reimbursement for Remote EmployeesAnniversary & Milestone Celebrations
Ontic is an equal-opportunity employer.  We are committ