Client Support Associate
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Job Description
Client Support Associate working remotely to assist legal clients and users with software issues. Providing technical support and maintaining customer satisfaction through effective communication and attention to detail.
Responsibilities:
- Provide timeline and professional support to customers through multiple channels (email, ticketing system, phone)
- Troubleshoot software-related issues, guide users through steps to resolve problems, and escalate more complex issues to higher-level support when necessary
- Assist customers with onboarding, product setup, and usage guidance, ensuring a smooth client experience
- Resolve user questions and issues by using your knowledge of the system or escalating the user ticket to one of our product teams for resolution
- Diagnose and resolve common issues related to software functionality and performance
- Work closely with our technical teams to stay current on product updates, new features, and common troubleshooting steps
- Provide clear instructions and documentation to users to help them resolve issues independently when applicable
- Contribute to the development and maintenance of our internal knowledge base and client-facing documents
- Assist in maintaining support documentation is accurate, up-to-date, and easy to understand
- Create, track, and manage tickets in the support system, ensuring timely follow-up and resolution
- Help prioritize tickets based on urgency, escalating issues appropriately to maintain service level agreements (SLAs)
- Participate in team meetings to discuss trends, best practices, and areas for improvement as it relates to both our help desk process and software
- Collect and document feedback from clients to help identify common issues, feature requests, or potential improvements in the product or support processes
- Act as a brand ambassador for our company, ensuring every interaction reflects our values and mission statement
- Ensuring our customers feel heard and valued by fostering a positive and empathetic interaction
- Proactively manage and reduce customer wait times, ensuring efficient ticket resolutions
- Work within internal SLAs and KPIs by resolving issues within the required time frames
Requirements:
- Excellent communicating, listening and documenting skills
- Ability to solve problems and make people feel heard, understood, and that you care
- Often seen as a culture carrier and brand ambassador who takes pride in being part of the company
- Intellectual curiosity – driven to learn all aspects of your role and how it impacts our clients
- Comfortable working both independently and remotely, but also excited about collaborating with team members within and across departments
- Experience with Freshdesk, Zendesk, or other commonly used support software
- Strong attention to detail and commitment to accuracy
- Love of effective communication, both via written responses/emails to respond to ticket and Teams chats and video for internal calls
- Bachelor’s degree or equivalent work experience in help desk, customer support, user experience, or retail
- Experience with law firms, legal tech, or software/platform user experience or support a plus
Benefits:
- 100% remote work (MacBook Pro provided)
- Fully paid premiums for employee medical, dental, and vision insurance
- Annual paid time off (PTO) plus 11 paid holidays
- 401(k) plan with employer contribution that is 100% vested
- Opportunities to advance, develop, and make an impact as part of a growing company
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