Senior Product Support Associate

About Ontra
Ontra is the global leader in AI-powered legal technology solutions for private capital investment firms. Our Legal Operating System combines innovative, purpose-built software with a global network of experienced professionals to digitize recurring legal workflows across the full fund lifecycle. We work with the world's leading investment banks, private equity and venture capital firms, direct lenders, law firms, and service providers to reduce the time, expense, and risk associated with contract and fund management.
Our Culture
Ontra is a remote-first company that values the power of connection. We find innovative ways to stay connected, both virtually and in person. By promoting ownership, inspiring creativity, and championing collaboration, Ontra enables you to shape your impact and growth. Our commitment to innovation extends beyond our technology; it's embedded in our culture, and AI plays a crucial role in everything we do.
Our culture is one where belonging is the cornerstone of every interaction, rooted in acceptance and respect for all. Our commitment to inclusion begins at the application process, ensuring a fair and equitable hiring experience that values the unique contributions you bring from day one.
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

Hiring Locations
We currently hire exclusively in the locations listed below. Select jobs may have more specific location requirements due to business needs.
United States
Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington
APAC
Hong Kong, Singapore
EMEA
United Kingdom
Benefits Snapshot • Remote-first working policy, with office hubs in SF, NYC, Santa Barbara, and London
• Twice yearly team offsites for in-person collaboration
• Paid flexible time off policy
• Paid parental leave and benefits
• Monthly phone and internet reimbursement
• Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
• Various options for medical, dental, and vision insurance
Travel
Occasional travel is required for Ontra employees, including typically at least twice per year to attend team and larger group off-sites for in-person collaboration. For some roles, additional travel may be required based on the requirements of the role and business need.
Inclusivity
Ontra is committed to the full inclusion of all qualified individuals. As part of this commitment, Ontra will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected] .
Personnel Privacy Notice: https://bit.ly/46lVT74
Note on Employment Verification: All employees hired will be required to verify identity and eligibility to work in their particular location.
Note to External Agencies: We are not accepting any blind submissions or resumes/CVs from recruitment agencies. Any candidates sent to Ontra will NOT be accepted or considered as a submission without a signed agreement in place.
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