- Remote, United States
- Remote
- Senior
- Competitive Salary
- 8–10 years
Senior Client Support Specialist
Responsibilities
- Own complex client support cases from initial intake through verified resolution
- Manage support tickets in Ontic’s help desk system and meet defined response, resolution, update, and escalation SLAs
- Serve as an escalation point for high-impact client issues, coordinating investigation and resolution with Engineering, Product, Quality, DevOps, and Client Success
- Provide proactive, clear, and empathetic updates to clients and internal stakeholders
- Support Ontic’s release and hotfix processes by monitoring for client-impacting issues
Requirements
- Nice to have: LLMs
- Nice to have: Automation
- Nice to have: AI-enabled workflows
- Nice to have: Support data interpretation
- Nice to have: Process improvement