Client Support Specialist

2-4 years of experience providing Software support and/or Onboarding services Experience in a fast-paced, browser-based platform SaaS organization Expert at managing support ticket queues Familiarity interacting with new and existing clients and managing client data Positive and approachable demeanor with 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 with Help Desk ticketing systems (Freshdesk) Experience with Issue tracking software (Jira) Experience with CRM software (Salesforce) Experience with Spreadsheet software (Excel, Google Sheets) Experience with Office tools (G Suite, Zoom, Slack) Knowledge/understanding of IT/Networking Knowledge/understanding of HTML/web design Knowledge/understanding of Database structure Experience in technical troubleshooting on SaaS-based platforms Understanding of AWS and Google Cloud environments Experience with Elastic search and log monitoring

Maintain and respond to support/task tickets Own client requests from start to finish and update stakeholders Create and improve internal and external support documentation Act as a liaison between clients and development for 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 Be a client-facing representative of Ontic Assist in updating the client knowledge portal