• 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