Customer Support Specialist
Ontic
Customer Service
Noida, Uttar Pradesh, India
Posted on Tuesday, April 30, 2024
Who We Are
Ontic makes software that corporate and government security professionals use to proactively manage threats, mitigate risks, and make businesses stronger. Built by security and software professionals, the Ontic Platform connects and unifies critical data, business processes, and collaborators in one place, consolidating security intelligence and operations. We call this Connected Intelligence. Ontic serves corporate security teams across key functions, including intelligence, investigations, GSOC, executive protection, and security operations.
Responsibilities
- Maintain and respond to support/task tickets in Ontic's 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
Technical Requirements
- Ability to add technical context to a reported issue to help development team classify the issue faster
- Understanding of Web browsers troubleshooting tools including : Cookies, Cache and Application data
- Network calls troubleshooting
- Console Logs
- Understanding of HTML, CSS, JS to troubleshoot at a very high level
- Understanding of REST API calls, request and response, status
- Familiar with logging tools and format: Should be able to access logs, go through them to identify any issues. this requires skills for writing basic scripts using shell, python or similar languages to parse the logs
- Ability to collaborate with product team internally and ability to grasp on user flows and new features of product to understand the usage flow
Qualifications
- 3-5 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
- Bachelor's degree and 3-plus years of client experience in a USA-based customer support role, preferably in a product company
- Has the ability to work from 4 PM to 1 AM IST to support partial India and 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 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 Engineering and Product teams
- Experience working with offshore teams
- Experienced in data analysis and product documentation
- Experience working with:
- Bonus Points for knowledge/understanding of:
Help Desk ticketing systems (Freshdesk)
Issue tracking software (Jira)
CRM software (Salesforce)
Spreadsheet software (Excel, Google Sheets)
Office tools (G Suite, Zoom, Slack)
I.T./Networking
HTML/web design
Database structure
Ontic Benefits & Perks
Competitive Salary
Medical Benefits
Internet Reimbursement
Home Office Stipend
Continued Education Stipend
Festive & Achievement Celebrations
Dynamic Office Environment
Ontic 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.