Client Support Specialist

Client Support Specialist at Ontic

Ontic is looking for an intensely organized and detail-oriented support professional with exceptional communication skills to join their team as a Client Support Specialist. In this remote role, you will be crucial in ensuring clients have an amazing experience using the Ontic platform, which helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe. You'll work proactively, resolve incoming issues, and act as a vital technical liaison between Success and Product teams.

Who We Are

Ontic provides a Connected Intelligence Platform that unifies security operations and data into a centralized system of record. This platform empowers organizations to conduct risk assessments, protect against workplace violence, and manage threats and incidents more efficiently. Trusted by Fortune 500 companies and federal agencies, Ontic supports critical security programs like executive protection, threat intelligence, and corporate investigations. Learn more about Ontic and their mission to keep people and organizations safe.

Who You Are

The ideal Client Support Specialist is comfortable working proactively and as part of a team in a remote environment. You are tech-savvy, possess a strong troubleshooting aptitude, and can quickly grasp and self-instruct on complex concepts. Your primary focus will be interacting directly with clients, ensuring their successful and positive experience with the Ontic platform.

Responsibilities

• Maintain and respond to support/task tickets efficiently within Ontic's help desk system.
• Own a diverse range of client requests from initiation to completion, ensuring all key stakeholders are consistently updated.
• Contribute to the creation and improvement of both internal and external support documentation.
• Serve as a technical liaison between clients and the development team to resolve challenging technical issues.
• Report on critical metrics, including client issues, thematic trends, bug closure rates, and adherence to SLAs.
• Collaborate cross-functionally with Client Success Managers, Product Managers, and development teams to deliver outstanding service and exceed client expectations.
• Represent Ontic professionally as a client-facing contact, actively listening to client needs, and adopting a solution-oriented mindset.
• Assist in the ongoing updates and maintenance of the client knowledge portal.

Preferred Qualifications

• 2-4 years of experience providing software support and/or onboarding services across various desktop and mobile operating systems.
• Proven expertise in managing support ticket queues and successfully driving client requests to timely resolutions, specifically within a fast-paced, browser-based SaaS organization.
• Familiarity with interacting with new and existing clients and proficiently managing client data.
• Demonstrated positive, approachable demeanor and empathy in all client interactions.
• Ability to work effectively cross-functionally with other Ontic teams.
• Experience collaborating with offshore teams.
• Proficiency in data analysis and product documentation.
• Hands-on experience with:
  • Help Desk ticketing systems (e.g., Freshdesk)
  • Issue tracking software (e.g., Jira)
  • CRM software (e.g., Salesforce)
  • Spreadsheet software (e.g., Excel, Google Sheets)
  • Office tools (e.g., G Suite, Zoom, Slack)
• Bonus points for knowledge or understanding of:
  • IT/Networking fundamentals
  • HTML/web design principles
  • Database structure
  • Technical troubleshooting on SaaS-based platforms, including familiarity with AWS and Google Cloud environments
  • Elastic search and log monitoring

Work Schedule

This role requires the ability to work in overlap with U.S. time zones, including potential weekend support, while maintaining a 5-day shift-based schedule.

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

Key skills/competency

• Software Support
• Help Desk Management
• Client Communication
• Technical Troubleshooting
• SaaS Platform
• Jira
• Salesforce
• Documentation
• Cross-functional Collaboration
• SLA Management
• Remote Work