Implementation Support Specialist

Ontra

1d • Remote

About The Position

Ontra is seeking an Implementation Support Specialist reporting to our Manager, Implementation.
We’re looking for someone excited to expertly manage the post-onboarding queue, ensure timely and accurate delivery of customer projects, and effectively coordinate with teams to enhance overall client satisfaction.
If you are a highly organized, proactive, and collaborative person who thrives on bringing order to complex processes, we’d love to get to know you!

Requirements

• Experience: Relevant experience in project coordination or implementation roles.
• Time Management: Proven ability to manage multiple request tickets and competing priorities while maintaining quality and customer satisfaction.
• Communication Skills: Strong written communication skills with the ability to manage expectations, provide timely updates, and create clear project documentation.
• Problem-Solving: Proactive approach to identifying issues, troubleshooting challenges, and delivering practical solutions in dynamic situations.
• Attention to Detail: Meticulous attention to detail in tasks such as creating tickets, managing project trackers, and coordinating invoicing to prevent project delays or errors.
• Technical Skills: Proficiency in project management software and ticketing platforms like Zendesk and Jira, along with data analysis skills for tracking project performance and informing decisions.

Responsibilities

• Queue Management: Oversee the implementation queue, ensuring efficient processing of customer projects and accurate delivery timelines for existing clients.
• Ticket Coordination: Review and organize incoming tickets in Zendesk, ensuring proper scope and order before they reach the implementation team. Load documents to the product, perform initial data migration, and create project trackers for inbound work requests.
• Customer Communication: Serve as the main point of contact for customers, providing updates, clarifications, and projected timelines to ensure seamless communication.
• Legal Network Coordination: Facilitate interactions with Ontra’s Legal Network for customized external consultant work, acting as the liaison for the customer.
• Quality Assurance: Conduct spot checks and light quality assurance on completed work before notifying customers of project completion.
• Team Development Impact: Contribute to shaping and potentially expanding the role, with opportunities to influence the future growth of the team.

Benefits

• Remote-first by design, with regular in-person gatherings and hub spaces in NYC, Santa Barbara, and London
• Twice yearly team offsites for in-person collaboration
• Paid flexible time off policy
• Paid parental leave and benefits
• Employer-supported retirement contributions, varying by country
• Monthly phone and internet reimbursement
• Pick Your Perk stipend to spend on what matters most to you, from well-being and gym memberships, to home office setup, student loans, pet care, and more
• Company-sponsored LinkedIn Learning accounts, department budgets for professional development, and robust onboarding program
• Various options for medical, dental, and vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed