Implementation Support Specialist

Our Culture

Ontra is a remote-first company that values the power of connection. We find innovative ways to stay connected, both virtually and in person. By promoting ownership, inspiring creativity, and championing collaboration, Ontra enables you to shape your impact and growth. Our commitment to innovation extends beyond our technology; it’s embedded in our culture, and AI plays a crucial role in everything we do.

Our culture is one where belonging is the cornerstone of every interaction, rooted in acceptance and respect for all. Our commitment to inclusion begins at the application process, ensuring a fair and equitable hiring experience that values the unique contributions you bring from day one.

About the Role

Ontra is seeking an Implementation Support Specialist reporting to our Manager, Implementation.

We’re looking for someone excited to expertly manage the post-onboarding queue, ensure timely and accurate delivery of customer projects, and effectively coordinate with teams to enhance overall client satisfaction.

If you are a highly organized, proactive, and collaborative person who thrives on bringing order to complex processes, we’d love to get to know you!

What You’ll Do

• Queue Management: Oversee the implementation queue, ensuring efficient processing of customer projects and accurate delivery timelines for existing clients.
• Ticket Coordination: Review and organize incoming tickets in Zendesk, ensuring proper scope and order before they reach the implementation team. Load documents to the product, perform initial data migration, and create project trackers for inbound work requests.
• Customer Communication: Serve as the main point of contact for customers, providing updates, clarifications, and projected timelines to ensure seamless communication.
• Legal Network Coordination: Facilitate interactions with Ontra’s Legal Network for customized external consultant work, acting as the liaison for the customer.
• Quality Assurance: Conduct spot checks and light quality assurance on completed work before notifying customers of project completion.
• Team Development Impact: Contribute to shaping and potentially expanding the role, with opportunities to influence the future growth of the team.

What You’ll Bring

• Experience: Relevant experience in project coordination or implementation roles.
• Time Management: Proven ability to manage multiple request tickets and competing priorities while maintaining quality and customer satisfaction.
• Communication Skills: Strong written communication skills with the ability to manage expectations, provide timely updates, and create clear project documentation.
• Problem-Solving: Proactive approach to identifying issues, troubleshooting challenges, and delivering practical solutions in dynamic situations.
• Attention to Detail: Meticulous attention to detail in tasks such as creating tickets, managing project trackers, and coordinating invoicing to prevent project delays or errors.
• Technical Skills: Proficiency in project management software and ticketing platforms like Zendesk and Jira, along with data analysis skills for tracking project performance and informing decisions.

Key skills/competency

• Project Management
• Zendesk
• Jira
• Customer Communication
• Time Management
• Problem Solving
• Quality Assurance
• Data Migration
• Client Satisfaction
• Process Improvement