Client Support Specialist

Ovii's Interpretation of the Role

The Client Support Specialist partners directly with Ontic’s customers to resolve technical issues, own end‑to‑end support requests, and act as the voice of the client across product and engineering teams. The role blends ticket triage, documentation, metrics reporting, and cross‑functional collaboration in a hybrid Austin office.

Role Snapshot

• Client‑facing technical support
• Full ticket lifecycle ownership
• Cross‑functional liaison (Success, Product, Engineering)
• Support documentation creation
• Metrics and SLA reporting
• Hybrid on‑site schedule

Nice-to-Have Signals

• Software support & onboarding
• Ticket queue management
• AI‑native support practices
• Help desk ticketing (Freshdesk)
• Issue tracking (Jira)
• CRM (Salesforce)
• Spreadsheet tools (Excel, Google Sheets)
• Collaboration tools (G Suite, Zoom, Slack)
• Technical troubleshooting on SaaS platforms
• AWS & Google Cloud basics
• ElasticSearch & log monitoring
• Familiarity interacting with new and existing clients
• Experience working with offshore teams
• IT/Networking knowledge
• HTML/web design basics
• Database structure awareness
• 3-5 years software support/onboarding in SaaS
• Client‑facing technical support

Work Setup

• Location: Austin, United States
• Work mode: HYBRID
• Remote scope: UNSPECIFIED
• Timezone: Overlap with U.S. time zones, weekend support
• Employment type: Full-Time
• Shift: Wednesday‑Sunday, 5‑day shift with weekend support

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility
• Education requirement
• Certifications
• Travel
• Security clearance
• Coding test

What You'll Likely Work On

• Maintain and respond to support and task tickets in the help‑desk system.
• Own client requests from initiation through resolution, keeping stakeholders informed.
• Create and continuously improve internal and external support documentation.
• Serve as a technical liaison between clients and development to resolve complex issues.
• Report on client‑issue metrics, bug‑closure rates, and SLA performance.
• Collaborate with Client Success Managers, Product Managers, and engineering teams to exceed client expectations.
• Represent Ontic professionally to clients, practicing active listening and solution‑oriented communication.
• Assist in updating the client knowledge portal.

Good Fit If You Have

• Experience with offshore or distributed support teams.
• Familiarity with AI‑driven support automation and LLMs.
• Positive, approachable demeanor with strong empathy in client interactions.