Client Support Specialist at Ontic

| Austin
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Who We Are
Ontic is the first protective intelligence software company to digitally transform how Fortune 500 and emerging enterprises proactively address physical threat management to protect employees, customers and assets. Ontic’s SaaS-based platform collects and connects threat indicators to provide a comprehensive view of potential threats while surfacing critical knowledge so companies can assess and action more to maintain business continuity and reduce financial impact. Ontic also provides strategic consulting, multidimensional services, education and thought leadership for safety and security professionals at major corporations via its Center for Protective Intelligence. For more information please visit ontic.co

As Ontic employees, we put our mission first and value the trust bestowed upon us by our clients to help keep their people safe. We approach both our clients and each other with empathy while focusing on the execution of our strategy. And we have fun doing it.

Who You Are
In this role, you will be joining the Client Experience Team as a Support Specialist. You'll 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.

Qualifications

  • Expert at managing the support ticket queue and be responsible for driving client requests to a timely resolution
  • 2-3 years of experience interacting with new and existing clients and managing client data
  • Upbeat, engaging attitude, yet empathetic in your approach with clients
  • Passion for client satisfaction
  • Ability to work cross functionally with other Ontic teams
  • Experience with an international team
  • Experienced in data analysis and product documentation.

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
  • Create and optimize internal and external support documentation
  • Act as a liaison between clients and development, when necessary, to resolve difficult technical issues face 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

Ontic Benefits & Perks
Competitive Salary
Medical, Vision & Dental Benefits
401k
Stock Options
HSA Contribution
Flexible PTO Policy
Monthly ME (Mental Escape) day for all employees
Generous Parental Leave policy
Home Office Stipend
Mobile Phone Reimbursement
Home Internet Reimbursement for Remote Employees
Anniversary & Milestone Celebrations

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SwiftLanguages
    • Google AnalyticsAnalytics
    • AsanaManagement
    • JIRAManagement
    • PendoManagement
    • OnRampManagement
    • WordpressCMS
    • SalesforceCRM
    • SalesLoftCRM
    • ZoomInfoCRM
    • LinkedIn Sales NavigatorCRM
    • MarketoLead Gen

Location

We are conveniently located in Central Austin in the middle of everything and anything Austin. Plenty of options for food and drinks nearby!

An Insider's view of Ontic

What's something quirky about your company?

True to its Austin roots, Ontic is full of live music fans. Every time a new deal is closed, the Sales Director chooses a song to represent the new Ontic partner. The song is added to a playlist and the vinyl is even added to the office record collection to enjoy during happy hours.

Anna

Product Manager

What projects are you most excited about?

I'm most excited about hitting new markets, new companies and accounts, and getting the word out. Another excellent happenstance at Ontic is that we are in 'category creation mode', and it is exciting being at the precipice of a new idea not just a new technology.

Peter

Account Executive

How has your career grown since starting at the company?

I originally joined Ontic as an SDR on the Sales team. As I began learning the industry and Ontic itself, I became really interested with the Security Intelligence team. My manager encouraged me to explore other teams and after doing some testing, I was promoted to Security Intelligence Analyst. This wouldn't have been possible without the support.

Jordan

Security Intelligence Analyst

How do your team's ideas influence the company's direction?

As salespeople we're typically the folks who spend the most time speaking with new potential partners and understanding the ecosystems and strategies they and their teams employ. The feedback the Sales Team provides is taken into account immediately by other groups and these other teams nimbly shift approaches, priorities, and strategies.

David

Sales Director

How does the company support your career growth?

Ontic focuses on career growth in many ways, whether that's in meetings with direct supervisors or the team lead. Those conversations help to increase opportunities where we can grow together and support the business.

Megan

Marketing Specialist

What are Ontic Perks + Benefits

Ontic Benefits Overview

Competitive salary with a straight-forward compensation plan. We offer medical, vision and dental benefits. Stock options and a 401(k) plan.
HSA Contribution, flexible PTO policy, generous paid parental leave policy.
Mobile phone and internet reimbursement.
Home office stipend. Annual continued education stipend. Anniversary & milestone celebrations. Dynamic and casual office environment. Regular happy hours.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Ontic matches employee fundraising contributions.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Ontic has quarterly team outings, as well as an annual company holiday party and other events.
Stocked Kitchen
Some Meals Provided
Happy Hours
Ontic has weekly virtual happy hours.
Parking
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
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