Client Support Specialist (PST - Time Zone)

Who We AreOntic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe. Its 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.co or follow us on LinkedIn. Who You AreAn intensely organized and detail oriented support professional 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. ResponsibilitiesMaintain and respond to support/task tickets in Ontic's help desk systemResponsible for owning a wide variety of client requests from start to finish while ensuring key stakeholders are consistently updated with relevant informationCreate and improve internal and external support documentationAct as a liaison between clients and development, when necessary, to resolve difficult technical issues faced by our clientsReport on metrics related to client issues, themes, bug closure rate, and SLAsWork cross-functionally with Client Success Managers, Product Managers, and development teams to deliver exceptional service, and ensure we are exceeding client expectationsBe a client-facing representative of Ontic and ensure professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented mindsetAssist in updating our client knowledge portalQualifications2-4 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 organizationExpert at managing support ticket queues and responsible for driving client requests to a timely resolutionFamiliarity interacting with new and existing clients and managing client dataHas the experience to demonstrate a positive and approachable demeanor while maintaining empathy in client interactionsAbility to work cross-functionally with other Ontic teamsExperience working with offshore teamsExperienced in data analysis and product documentationExperience working with:Help Desk ticketing systems (Freshdesk)Issue tracking software (Jira)CRM software (Salesforce)Spreadsheet software (Excel, Google Sheets)Office tools (G Suite, Zoom, Slack)Bonus Points for knowledge/understanding of:IT/NetworkingHTML/web designDatabase structureExperience in technical troubleshooting on SaaS-based platforms, along with understanding of AWS and Google Cloud environments, would be a plusExperience with Elastic search and log monitoring is a plusShift Requirement: This role requires working full-time on weekends to maintain uninterrupted service for our clients. Work Schedule: This role follows a Wednesday through Sunday work week and alignment with PST Time Zone / West Coast business hours to ensure uninterrupted support for our clients. Ontic Benefits & PerksCompetitive SalaryMedical, Vision & Dental Benefits401kStock OptionsHSA ContributionLearning StipendFlexible PTO PolicyQuarterly company ME (mental escape) daysGenerous Parental Leave policyHome Office StipendMobile Phone ReimbursementHome Internet Reimbursement for Remote EmployeesAnniversary & Milestone CelebrationsOntic is an equal-opportunity employer. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable law. All Ontic employees are expected to understand and adhere to all Ontic Security and Privacy related policies in order to protect Ontic data and our clients data. Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. 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. You may be just the right candidate for this or other roles. Ontic prioritizes the full inclusion of qualified individuals, providing necessary accommodations for those with disabilities to perform essential job functions. If you need assistance during the application or interview process or job tasks, please contact us at recruitment@ontic.co or call (512) 572-7400 Apply to this Job