Client Support Specialist
Ontic
Job Overview
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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 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.co or follow us on LinkedIn.
Who You Are
As a Client Support Specialist, you are an intensely organized and detail-oriented support professional with exceptional communication skills. You are comfortable working proactively and as part of a team in a remote environment, tech-savvy, and possess 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, ensuring 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, acting as the voice of the client to improve our product.
Responsibilities
- Maintain and respond to support/task tickets in Ontic's help desk system.
- Own a wide variety of client requests from start to finish, ensuring key stakeholders are consistently updated.
- Create and improve internal and external support documentation.
- Act as a liaison between clients and development, when necessary, to resolve difficult technical issues.
- 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.
- Be a client-facing representative of Ontic, ensuring professionalism, active listening, and 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 driving client requests to timely resolution.
- Familiarity interacting with new and existing clients and managing client data.
- Demonstrates 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
Ability to work in overlap with U.S. time zones, including 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
- SaaS Support
- Client Relationship Management
- Technical Troubleshooting
- Help Desk Systems
- Jira
- Salesforce
- Cross-functional Collaboration
- Support Documentation
- SLA Management
- Cloud Environments
How to Get Hired at Ontic
- Research Ontic's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Highlight SaaS support, client relationship management, and technical troubleshooting skills.
- Showcase problem-solving: Prepare examples demonstrating your ability to resolve complex client issues proactively.
- Emphasize communication: Practice articulating technical concepts clearly and demonstrating empathy in client interactions.
- Understand Ontic's product: Familiarize yourself with security intelligence platforms and threat assessment solutions.
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