layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Client Support Specialist at Ontic, Austin, TX

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
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: 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
This role is based out of our Austin, TX office and follows a hybrid schedule.
Work Schedule : 1:00 PM to 10:00 PM Central Time
Ontic Benefits & Perks
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
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.
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.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Ontic we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Ontic prioritizes the full inclusion of qualified individuals, providing necessary accommodations for those with disabilities to perform essential job functions. If you need assistance during the application or interview process or job tasks, please contact us at recruitment@ontic.co or call (512) 572-7400

Client Support Specialist

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