SaaS Client Support Specialist - Hybrid, AI Platform

Ontic Technologies; Austin (TX); Híbrido; USD 65 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive Salary

Medical, Vision & Dental Benefits

401k

Stock Options

HSA Contribution

Learning Stipend

Flexible PTO Policy

Quarterly ME days

Parental Leave policy

Home Office Stipend

Mobile Phone Reimbursement

Home Internet Reimbursement

Anniversary & Milestone Celebrations

Resumo da oferta

Ontic is seeking a client-focused Support Specialist in Austin, TX to resolve issues, guide customers, and act as the voice of the client between Success and Product. You will handle tickets, collaborate with multiple teams, and help maintain knowledge resources for customers.

The role emphasizes proactive client engagement, data-driven service improvements, and a strong emphasis on professionalism in a hybrid Austin office environment.

Qualificações

• 3-5 years of experience providing software support and onboarding services
• Expert at managing support ticket queues and driving timely resolutions
• Knowledge of AI-native support practices using LLMs and automation tools
• Familiarity with interacting with clients and managing client data
• Positive, approachable demeanor with empathy in client interactions
• Cross-functional collaboration with Ontic teams
• Experience with offshore teams
• Proficiency with Help Desk (Freshdesk), Jira, Salesforce, Excel/Sheets, and collaboration tools

Responsabilidades

• Maintain and respond to support tickets in Ontic's help desk system
• Own a wide variety of client requests from start to finish
• Create and improve internal and external support documentation
• Act as liaison between clients and development to resolve issues
• Report on metrics related to client issues, themes, and SLAs
• Work with Client Success, Product, and development teams to exceed client expectations
• Be a client-facing Ontic ambassador and maintain a solution-oriented mindset
• Assist in updating the client knowledge portal

Conhecimentos

Organizational skills

Excellent communication

Client interaction

Technical troubleshooting

Cross-functional collaboration

Data analysis

Experience with offshore teams

Ferramentas

Freshdesk

Jira

Salesforce

Excel

Google Sheets

G Suite

Zoom

Slack

Descrição da oferta de emprego

Ontic is seeking a client-focused Support Specialist in Austin, TX to resolve issues, guide customers, and act as the voice of the client between Success and Product. You will handle tickets, collaborate with multiple teams, and help maintain knowledge resources for customers.

The role emphasizes proactive client engagement, data-driven service improvements, and a strong emphasis on professionalism in a hybrid Austin office environment.