Responsibilities
- Manage and respond to incoming support and task tickets using the company's help desk platform
- Take full ownership of diverse client inquiries from initiation through resolution, keeping relevant parties informed throughout
- Develop and refine both internal knowledge bases and client-facing support resources
- Serve as a bridge between clients and technical teams when escalating and resolving complex technical challenges
- Track, analyze, and report on key support metrics including issue trends, bug resolution rates, and service level agreement compliance
- Collaborate across departments, including Client Success, Product, and Engineering, to ensure high-quality client service delivery
- Represent the organization professionally in client interactions, practicing active listening and focusing on resolution
- Support the maintenance and improvement of the client-facing knowledge center
Shift Requirement
This role requires working full-time on weekends to maintain uninterrupted service for our client.
Work Schedule
This role follows a Wednesday through Sunday work week and alignment with PST Time Zone / West Coast business hours to ensure uninterrupted support for our client.
All Ontic employees are expected to understand and adhere to all Ontic Security and Privacy related policies in order to protect Ontic data and our clients data.
All Ontic employees are expected to understand and adhere to all Ontic Security and Privacy related policies in order to protect Ontic data and our clients data.
