Client Support Specialist

Job Summary

Working remotely in a full-time capacity, the Client Support Specialist will manage client interactions, resolve support tickets, and enhance user experience on the Ontic platform while serving as a liaison between clients and internal teams.

Key responsibilities

• Maintain and respond to support/task tickets in the help desk system
• Own a variety of client requests from start to finish, ensuring consistent communication with stakeholders
• Act as a liaison between clients and development to resolve technical issues and improve support documentation

Required qualifications

• 3-5 years of experience in software support and/or onboarding services in a SaaS organization
• Expertise in managing support ticket queues and driving timely resolutions
• Familiarity with help desk ticketing systems (e.g., Freshdesk) and issue tracking software (e.g., Jira)
• Experience with CRM software (e.g., Salesforce) and data analysis
• Ability to work cross-functionally with various teams and maintain professionalism in client interactions