Client Support Specialist
Company:Ontic
Location:United States, EST, PST
Languages:English
Seniority level:Middle, 2-4 years
Experience:2-4 years
Skills:
Data AnalysisElasticSearchSalesforceJiraTechnical supportSaaS
Requirements:
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 Experience in data analysis and product documentation Experience with Freshdesk, Jira, Salesforce, Excel, Google Sheets, G Suite, Zoom, Slack Experience with IT/Networking, HTML/web design, Database structure is a plus Experience with Elastic search and log monitoring is a plus
Responsibilities:
Maintain and respond to support/task tickets Own client requests from start to finish Create and improve support documentation Act as a liaison between clients and development Report on metrics related to client issues Work cross-functionally with other teams Be a client-facing representative Assist in updating client knowledge portal
