Managed Services Specialist

Ontic

About The Position

Ontic provides software that helps corporate and government security teams identify threats, assess risk, and respond faster to keep people and organizations safe. Its Connected Intelligence Platform unifies security operations and data into a centralized system of record, enabling organizations to conduct risk assessments, protect against workplace violence, and manage threats and incidents more efficiently. Fortune 500 companies and federal agencies rely on Ontic to support security programs such as executive protection, threat intelligence, and corporate investigations. Learn more at ontic.co or follow us on LinkedIn. We are in search of a Managed Services Specialist to become an integral part of our team. In this role, you will primarily concentrate on delivering maintenance, configuration, implementation, and support services to enterprise-level clients. The ideal candidate will manage configuring solutions, oversee their implementation, and deliver ongoing support to ensure client contentment. This position presents an exceptional opportunity for an individual with a unique blend of technical and functional expertise to thrive within our dynamic environment

Requirements

Two-three years of experience in a similar role, preferably within the SaaS industry.
One year of working experience with a SaaS platform in configuration management.
Bachelor's degree or equivalent experience
Excellent communication and interpersonal skills.
Ability to work both independently and collaboratively in a fast-paced environment.
Experience in tracking resolutions, bugs, and tasks using Jira and Microsoft Excel

Responsibilities

Configure custom solutions for enterprise-level clients, focusing on the maintenance component of the service
Provide on-call support as required for the platforms, both on-site and virtually, for enterprise clients
Focus on client adoption and retention through proactive support and engagement
Train new users on platform functionalities and features
Create customized training materials and upload them to the knowledge space
Develop custom documents to address specific client needs
Ability to effectively communicate with both internal teams and external clients
Set and track objectives and key results (OKRs) focused on client adoption and retention
Understand the functional aspects of the role, including configuration management and success management
Possess a blend of technical and functional skills to effectively perform the responsibilities of the position