Note: The job is a remote job and is open to candidates in USA. U.S. Legal Support provides litigation support services to clients nationwide. The Client Support Analyst serves as a primary client contact, resolving inquiries, setting up accounts, supporting portal use, processing settled cases, and coordinating with internal departments to meet service level agreements.
Responsibilities
- Investigate and research issues to ensure proper corrective action is taken
- Quickly address client and sales partner inquiries and drive them to resolution
- Set up new client accounts via the company portal
- Direct, coach, and prepare new clients to use portal features effectively
- Complete front-end processing for settled cases
- Perform transcript and video status checks
- Handle client inquiries regarding price quotes for completed jobs
- Collaborate with other departments to resolve issues or fulfill requests swiftly
- Work efficiently while suggesting improvements to workflow processes
- Demonstrate genuine interest and retain knowledge of legal services offered
- Ensure service level agreements (SLAs) are consistently met or exceeded
- Perform other duties as assigned by department leadership
Skills
- High school diploma or equivalent required
- 3+ years of experience in customer service or client solutions
- Professional email and phone etiquette
- Strong attention to detail and active listening skills
- Excellent communication and problem-solving abilities
- Cheerful, professional, and client-focused demeanor
- Dependable and reliable with a strong work ethic
- Flexible and adaptable in a fast-paced environment
- Associate degree preferred
- Industry experience preferred
- Prior administrative or office experience a plus
Benefits
- Medical, Dental, and Vision Insurance
- Parental Leave
- LifeLock Identity Protection
- Employee Engagement Activities and More!
Company Overview