Client Support Specialist

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Ontic

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1974

🚀 Aerospace

🔧 Hardware

Aerospace • Hardware

Ontic is a global OEM and maintenance, repair and overhaul (MRO) services provider specializing in established, certified aircraft parts. For over 45 years Ontic has acquired, licensed and manufactured complex engineered components and top-level assemblies (electronics/avionics, hydraulics, pneumatics and more) and supports commercial, military, rotorcraft and business aviation customers worldwide. The company provides end-to-end parts supply, OEM licensing/divestiture services, and global MRO facilities to ensure long-term availability, quality and support for aging fleets.

📋 Description

• 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

• 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

• 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