Note: The job is a remote job and is open to candidates in USA. Empathy Talent is recruiting for an unnamed leading legal technology company. The Customer Support Specialist serves as the first point of contact, helping clients use the company’s software and providing customer service, troubleshooting, and technical support.
Responsibilities
- Client Advocacy & Enablement: Develop a comprehensive understanding of the legal tech solutions, stay up to date with new features, and share this knowledge with law firms and legal professionals to optimize their experience
- Systems & Tool Utilization: Learn and utilize client success tools, including Salesforce, Dialpad, and proprietary services, to track and update client orders
- Technical Issue Resolution: Provide technical support to clients by troubleshooting software issues, answering inquiries, guiding them through product use, and tracking cases through to resolution or escalating as required
- Feedback & Performance: Act as the voice of the customer by collecting feedback, suggestions, and pain points, while participating in performance meetings to track KPIs like average handling time and customer satisfaction
Skills
- 2-4 years of customer support (Phone, E-Mail, and Chat) experience, including internships
- Proficient in computers and technology, with the ability to quickly learn, navigate, and explain software, websites, and Microsoft Office products
- Strong troubleshooting skills, utilizing available tools and resources to resolve issues with high accuracy
- Excellent verbal and written communication skills across phone, chat, and email
- Ability to remain patient, empathetic, and solution-oriented when assisting customers
- Strong capability to work collaboratively and cross-functionally with different departments
- Previous customer service and technical support experience for a software company is preferred
- Prior experience using a CRM, such as Salesforce or Zendesk, is preferred
- Knowledge of the legal services industry is preferred
Benefits
- Remote basis within PST or MST timezones (you must be based within one of these).
- Gain hands-on experience and proficiency with enterprise-grade customer success systems like Salesforce and Dialpad.
Company Overview