Senior Product Support Associate

About the Role

Ontra is seeking a Senior Product Support Associate reporting to our Senior Manager, Product Support.

For this job, we are currently only hiring candidates based in the United Kingdom. For more information on where we employ, please see below.

We’re looking for someone excited to provide top-notch technical support, collaborate cross-functionally to enhance our product experience, and innovate process improvements to help our team scale efficiently. This role will collaborate closely with Engineering and Product teams to resolve issues and be key in pushing forward faster SLAs.

If you are a dynamic and communicative problem-solver with a strong background in customer/product support for a technology company, proficient in using ticketing tools like Zendesk, Jira, or HelpScout, and skilled at creating comprehensive help documentation, we’d love to get to know you!

What You’ll Do

• Technical Support: Provide comprehensive technical assistance to users, addressing queries and resolving issues through ticket work and live Zoom sessions to showcase the transformational value of Ontra products and services.
• Project Participation: Engage as a Driver or Contributor in projects aligned with company OKRs, playing a pivotal role in achieving organizational goals through collaboration and innovation.
• Ticket Management: Efficiently manage and resolve a substantial volume of support tickets weekly, ensuring swift first response rates and high customer satisfaction scores (CSAT).
• Stakeholder Collaboration: Build strong relationships through one-on-one sessions with key stakeholders, including PMs, Engineering Support, and Product Ops leaders, to align support processes and improve escalation protocols.
• Process Ownership: Take charge of the support process by the 60-day mark, collaborating with external and internal stakeholders to solve issues across all product lines and improve user experience.
• Documentation and Feedback: Contribute to the continuous improvement of support processes by providing feedback and updating the Support Help Center with accurate documentation, ensuring it meets users' needs.

What You’ll Bring

• Experience: 2+ years of customer/product support experience in a technology company, demonstrating your ability to handle diverse support scenarios and customer interactions efficiently. Background working in a remote-first, global environment strongly preferred.
• Problem-Solving Skills: Exhibit strong analytical thinking to identify and resolve problems, using creativity to devise alternative solutions when faced with challenges
• Customer Service Skills: Possess a commitment to effectively addressing and fulfilling customer needs, demonstrating empathy, clear communication, problem-solving prowess, and a dedication to ensuring a positive customer experience.
• Communication Proficiency: Display strong verbal, written, and interpersonal communication skills, essential for responding to user support requests clearly and concisely. Skilled in crafting helpful internal and external documentation.
• Technical Proficiency: Experience with ticketing tools such as Zendesk, Jira, or HelpScout; effective collaboration with Engineering and Product teams to resolve bugs
• Interest in Data and Analytics: Experience with data/analytics tools like Snowflake, Looker, Sigma, or Datadog preferred