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Ontic

Client Support Specialist

Ontic

Client Support Specialist at Ontic providing software assistance and ensuring a great client experience. Engaging with clients and resolving issues on the platform while liaising with product teams.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $65,000 - $75,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in managing support ticket queues and driving timely resolutions while maintaining professionalism and empathy in client interactions. Proficient in data analysis, product documentation, and cross-functional collaboration to enhance client satisfaction in a SaaS environment.

Highest-signal resume keywords
Software Support ExperienceHelp Desk Ticketing SystemsData AnalysisClient Relationship ManagementTechnical Troubleshooting

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Software SupportOnboarding ServicesData AnalysisTechnical TroubleshootingAI-Native Support PracticesIssue Tracking SoftwareHTML/Web DesignDatabase StructureSaaS PlatformsClient Documentation
Soft Skills
EmpathyProfessionalismActive ListeningSolution-Oriented MindsetApproachable Demeanor
Tools & Technologies
FreshdeskJiraSalesforceExcelGoogle SheetsG SuiteZoomSlackAWSGoogle Cloud
Industry Keywords
SaaSClient SuccessCross-Functional CollaborationOperational EfficiencyClient Knowledge Portal

Tech Stack

Tools & technologies
AWSCloud

About the role

Key responsibilities & impact
  • 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
  • Create and improve internal and external support documentation
  • Act as a liaison between clients and development, when necessary, to resolve difficult technical issues faced by our clients
  • 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

Requirements

What you’ll need
  • 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
  • Expert at managing support ticket queues and responsible for driving client requests to a timely resolution
  • Knowledge of AI-native support practices using LLMs and automation tools to improve ticket resolution, knowledge retrieval, customer communication, and operational efficiency.
  • 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 other Ontic teams
  • Experience working with offshore teams
  • Experienced in data analysis and product documentation
  • 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:
  • IT/Networking
  • HTML/web design
  • Database structure
  • Experience in technical troubleshooting on SaaS-based platforms, along with understanding of AWS and Google Cloud environments, would be a plus
  • Experience with Elastic search and log monitoring is a plus

Benefits

Comp & perks
  • Competitive Salary
  • Medical, Vision & Dental Benefits
  • 401k
  • Stock Options
  • HSA Contribution
  • Learning Stipend
  • Flexible PTO Policy
  • Quarterly company ME (mental escape) days
  • Generous Parental Leave policy
  • Home Office Stipend
  • Mobile Phone Reimbursement
  • Home Internet Reimbursement for Remote Employees
  • Anniversary & Milestone Celebrations