EXPLORE PREMIER
OPPORTUNITIES

Customer Support Specialist

The Browser Company

Saas

10-50

New York, NY, USA

About the job

Overview:

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:

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./Networking
HTML/web design
Database structure