Ontic
Client Support Specialist
Remote, United States
Sponsorship not specifiedDetected 8 days ago
HTMLElasticsearchAWSGCPCloud PlatformsData AnalysisLLMsCybersecuritySOC OperationsJiraSalesforceCRMExcelCommunication
About the role
- Who You Are An intensely organized and detail oriented candidate with exceptional communication skills.
Responsibilities
- Maintain and respond to support/task tickets in Ontic's help desk system
- Create and improve internal and external support documentation
- Expert at managing support ticket queues and responsible for driving client requests to a timely resolution
- Knowledge of AI-native support practices using LLMs and automation tools to improve ticket resolution, knowledge retrieval, customer communication, and operational efficiency.
- Ability to work in overlap with U.S. time zones, including weekend support, while maintaining a 5-day
- At Ontic we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role, we encourage you to apply anyways.
- Ontic prioritizes the full inclusion of qualified individuals, providing necessary accommodations for those with disabilities to perform essential job functions.
Requirements
- Tech savvy, possessing a troubleshooting aptitude, along with the ability to grasp and self instruct on complex concepts.
Nice to have
- 3-5 years of experience providing Software support and/or Onboarding services across various desktop and mobile operating systems in a fast paced, browser based platform SaaS organization
- Familiarity interacting with new and existing clients and managing client data
- Has the experience to demonstrate a positive and approachable demeanor while maintaining 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
- Database structure
- Experience in technical troubleshooting on SaaS-based platforms, along with understanding of AWS and Google Cloud environments, would be a plus
Skills
- Help Desk ticketing systems (Freshdesk)
- Issue tracking software (Jira)
- CRM software (Salesforce)
- Spreadsheet software (Excel, Google Sheets)
- Office tools (G Suite, Zoom, Slack)
- Learn more at ontic.ai http://ontic.ai or follow us on LinkedIn https://www.linkedin.com/company/ontic-technologies/.
Compensation
- Competitive Salary
Benefits
- Ontic Benefits & Perks
- Medical, Vision & Dental Benefits
- HSA Contribution
- Learning Stipend
- Flexible PTO Policy
- Generous Parental Leave policy
- Home Office Stipend
- Mobile Phone Reimbursement
- Home Internet Reimbursement for Remote Employees
Company info
- Ontic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe. Its AI-powered Connected Intelligence Platform unifies security operations and data into a centralized system of record, enabling organizations to conduct risk assessments, protect against workplace violence, and manage threats and incidents more efficiently. Fortune 500 companies and federal agencies rely on Ontic to support security programs such as executive protection, threat intelligence, and corporate investigations. Learn more at ontic.ai http://ontic.ai or follow us on LinkedIn https://www.linkedin.com/company/ontic-technologies/.
- Who You Are
- An intensely organized and detail oriented candidate with exceptional communication skills. Comfortable working proactively and as part of a team in a remote environment. Tech savvy, possessing a troubleshooting aptitude, along with the ability to grasp and self instruct on complex concepts.
- You'll spend most of your time interacting directly with clients and ensuring that they have an amazing experience using the Ontic platform! Daily tasks include resolving incoming issues and proactively engaging users before an issue arises. This role will serve as the technical liaison between Success and Product, serving as the voice of the client to make our product better.
- Ontic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe.
- Its AI-powered Connected Intelligence Platform unifies security operations and data into a centralized system of record, enabling organizations to conduct risk assessments, protect against workplace violence, and manage threats and incidents more efficiently.
- Fortune 500 companies and federal agencies rely on Ontic to support security programs such as executive protection, threat intelligence, and corporate investigations.
- Work cross-functionally with Client Success Managers, Product Managers, and development teams to deliver exceptional service, and ensure we are exceeding client expectations
- We are committed to a work environment that celebrates diversity.
This listing is sourced directly from Ontic's careers page and normalized into a canonical job model.