- Deneyim
- 1+ yıl
- Maaş
- USD 45,000 – USD 55,000 / year
- Açılışlar
- 1
- Yayınlandı
- 8 saat önce
- Çalışma modu
- Evden çalışma
- Uygunluk
- Open to qualified candidates meeting experience and scheduling requirements
- Sürdürmek
- Başvuru yapılması gerekmektedir.
İş tanımı
About Our Client
This organization operates within the legal technology domain, revolutionizing the method of capturing and utilizing web content as admissible evidence in legal cases. Serving law firms, litigation support units, and in-house legal teams, they provide essential tech solutions remotely across the U.S. for handling sensitive casework.
Opportunity Overview
The Customer Support Specialist is key in delivering outstanding client assistance by ensuring users feel supported and informed throughout their engagements. Responsible for addressing client inquiries attentively and resolving issues efficiently, this role builds trust and satisfaction by managing communication and follow-ups, even in urgent or complex scenarios.
Key Responsibilities
- Respond swiftly and courteously to client queries via email, chat, and phone with empathy and clarity
- Troubleshoot technical/user issues by guiding clients through the platform with clear instructions
- Recreate and diagnose platform problems to identify root causes before escalating to engineering
- Document and report intricate technical or product issues comprehensively for further resolution
- Independently organize and prioritize support tasks to meet or surpass response and resolution goals
- Professionally manage critical, escalated situations, including overseeing an emergency client support line
- Analyze and monitor recurring problems to provide data-supported feedback for product and service improvements
- Conduct interactive onboarding and client training as business needs require
- Collaborate effectively with product, engineering, and operations teams to resolve multifaceted client issues
Candidate Requirements
- At least one year in customer support, client service, or technical helpdesk roles
- Excellent verbal and written communication skills with ability to convey technical information clearly
- Strong technical problem-solving capabilities and structured approach to immediate challenges
- Quick mastery and adaptability to proprietary software, APIs, and digital workflows
- Comfortable handling multiple client requests simultaneously with dynamic task reprioritization
- Availability strictly from 8:00 AM to 5:00 PM PST, Monday through Friday (with initial training aligned to 9:00 AM to 6:00 PM ET)
Preferred Qualifications
- Experience in legal tech, law firm administration, or e-discovery environments
- Familiarity with HubSpot CRM, ZenDesk, or similar ticketing/support tools
- Previous involvement in high-touch, fast-paced B2B SaaS client support
Compensation
The salary range for this role lies between $45,000 and $55,000 per year, with final offers depending on the candidate’s technical proficiency, background, and interview outcomes. A performance-based incentive is also included as part of the package.
Benefits and Perks
- Fully remote work environment complemented by 2-3 in-person team meetings annually
- Flexible paid time off, unlimited sick days, and fully paid parental leave for both parents
- Comprehensive medical, dental, and vision insurance
- 401(k) plan with employer matching
Equal Opportunity Employer
The employer is committed to diversity and inclusion, providing equal employment opportunities regardless of race, color, religion, gender identity or expression, sexual orientation, or national origin.
Additional Information
This job is connected through a recruitment service but the employer is the official hirer. Candidates will apply directly to the company through its career system or ATS.