Client Support Specialist

📋 Description

• 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
• 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 to

🎯 Requirements

• 3-5 years of experience providing Software support and/or Onboarding services across various
• Expert at managing support ticket queues and driving client requests to a timely resolution
• Knowledge of AI-native support practices using LLMs and automation tools
• Familiarity interacting with new and existing clients and managing client data
• Positive and approachable demeanor with empathy in client interactions
• Ability to work cross-functionally with other Ontic teams

🎁 Benefits

• Competitive Salary
• Medical, Vision & Dental Benefits
• 401k
• Stock Options
• HSA Contribution
• Learning Stipend