Client Support Specialist

Job description

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 http://ontic.ai or follow us on LinkedIn https://www.linkedin.com/company/ontic-technologies/. 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 This role is based out of our Austin, TX office and follows a hybrid schedule. Work Schedule : Ability to work in overlap with U.S. time zones, including weekend support, while maintaining a 5-day shift-based schedule (Wednesday - Sunday) Ontic Benefits & Perks 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 Ontic is an equal-opportunity employer. We are 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. 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. 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 recruitment@ontic.co or call (512) 572-7400