Senior Client Support Specialist
New
O
OnticSecurity software
Location: Remote, United States; Workplace: Remote, Ability to work overlapping U.S. time zones. Current expected schedule: Monday through Friday, 11:00 AM - 8:00 PM Pacific Time.Full-TimeSenior
Salary$80K - $90K; $80K – $90K • Offers Bonus
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Job Details
- Experience
- 8–10 years of experience in technical client support, SaaS support, implementation, or onboarding within a fast-paced, browser-based software organization.
- Required Skills
- SalesforceJiraMicrosoft ExcelGoogle SheetsGoogle WorkspaceSlack
Requirements
- Have 8–10 years of experience in technical client support, SaaS support, implementation, or onboarding within a fast-paced, browser-based software organization.
- Demonstrate success managing complex support queues and resolving high-priority client issues.
- Bring technical troubleshooting experience across SaaS platforms, browser-based applications, desktop and mobile environments, client data, integrations, and configuration issues.
- Have experience leading client escalations and coordinating resolution across cross-functional teams.
- Communicate technical issues clearly to technical and non-technical audiences.
- Have experience using LLMs, automation, and AI-enabled workflows for support resolution, knowledge retrieval, documentation, or client communication.
- Be able to interpret support data and translate trends into process, documentation, or product improvements.
- Have experience with help desk ticketing systems; Freshdesk is preferred.
- Have experience with issue tracking software such as Jira and CRM software such as Salesforce.
- Be familiar with Excel or Google Sheets and collaboration tools such as Google Workspace, Zoom, and Slack.
- Work overlapping U.S. time zones within the five-day shift-based support model; the current expected schedule is Monday through Friday, 11:00 AM - 8:00 PM Pacific Time.
- Be authorized to work in the U.S. and a U.S. citizen; work must be performed within the United States.
Responsibilities
- Own complex client support cases from intake through verified resolution, ensuring accurate prioritization, documentation, and communication.
- Manage help desk tickets and meet response, resolution, update, and escalation SLAs.
- Coordinate high-impact issue investigations and resolutions with Client Success, Product, Engineering, Quality, and DevOps.
- Provide clients and internal stakeholders with updates on investigation findings, mitigation plans, resolution status, and next steps.
- Monitor client-impacting issues during releases and hotfixes, assist with post-release triage, and escalate critical concerns.
- Identify recurring support themes, product defects, documentation gaps, and usability issues and share actionable feedback with Product and Engineering.
- Create and maintain troubleshooting documentation, escalation runbooks, client-facing knowledge articles, and knowledge portal content.
- Analyze support performance and trends, including ticket volume, backlog health, response and resolution times, SLA attainment, and escalation patterns.
- Use LLMs, automation, and knowledge retrieval tools to improve support workflows, investigation, communication, and documentation.
- Mentor Client Support Specialists on troubleshooting, ticket quality, escalation management, client communication, and support processes.
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