Software Support Specialist

Ontic

Location

Noida | India

Job description

Youll 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

Responsibilities

Maintain and respond to support/task tickets in Ontics help desk system
Responsible for owning a wide variety of client requests from start to finish while ensuring key stakeholders are consistently updated with relevant information for the USA clients and team
Create and improve internal and external support documentation
Act as a liaison between clients and development, when necessary, to resolve difficult technical issues face by our clients in the USA
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 deliver exceptional service, and ensure we are exceeding client expectations
Be a client-facing representative of Ontic and ensure professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented mindset
Assist in updating our client knowledge portal

Qualifications

2-3 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
Bachelors degree and 2-plus years of client experience in a USA-based customer support role, preferably in a product company
Has the ability to work from 9:30 PM to 6:30 AM IST (night shift) to support USA hours.
Excellent written and verbal communication skills in English
Expert at managing support ticket queues and responsible for driving client requests to a timely resolution
Familiarity with 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
Experience 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 I.T./NetworkingHTML/web design database structure

Job tags

Salary