Client Support Specialist
New
O
OnticSecurity Software
Remote, United States, U.S. time zonesFull-TimeMiddle
Salary$65K - $75K; $65K – $75K • Offers Bonus
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Job Details
- Experience
- 3-5 years
- Required Skills
- Data AnalysisSalesforceJiraMicrosoft ExcelTechnical supportSaaSGoogle Sheets
Requirements
- 3-5 years of experience providing software support and/or onboarding services in a SaaS organization
- Expertise managing support ticket queues and driving resolutions
- Experience with help desk ticketing systems such as Freshdesk
- Experience with issue tracking software such as Jira
- Experience with CRM software such as Salesforce
- Experience with data analysis and product documentation
- Proficiency in spreadsheet software (Excel, Google Sheets) and office tools (G Suite, Zoom, Slack)
- Ability to work in overlap with U.S. time zones including weekend support
- Experience working with offshore teams
- Knowledge of AI-native support practices and automation tools
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 while ensuring key stakeholders are consistently updated
- Create and improve internal and external support documentation
- Act as a liaison between clients and development 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
- Serve as a client-facing representative of Ontic with a solution-oriented mindset
- Assist in updating the client knowledge portal
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