Customer Support Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Support Specialist at Alt Legal helping clients navigate our software solutions and providing essential training. Enhancing customer satisfaction and working cross-departmentally for issue resolution.
Responsibilities:
- Act as a first point of contact for all day-to-day questions received via Alt Legal’s support email, live chat, and phone line.
- Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer’s satisfaction in a timely and careful manner.
- Escalate system-wide issues to the product team and ensure issues are communicated to relevant internal teams.
- Look for commonalities in client questions and proactively provide input to the Customer Success and Product Teams to enhance training materials and documentation, as well as to enhance the product.
- Provide platform training to key stakeholders and end-users, connecting the value of Alt Legal to client initiatives.
- Work directly with clients advising them on how to best leverage Alt Legal in coordination with the relevant Customer Success Manager.
- Work to understand key client use cases and attributes in order to provide context-driven responses and training.
- Provide exceptional service to clients in order to help support the Customer Success team’s goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health.
- Stay current with system changes and updates.
- Act as the client advocate, working cross-departmentally with internal teams to successfully resolve client concerns and questions.
Requirements:
- 4+ years’ experience in client-facing role, involving support of SaaS or professional web-based solutions
- 2+ years’ Work-from-Home Experience
- Intermediate knowledge of MS Office and Google programs, particularly Excel and Google Sheets
- Ability to recognize gaps in their own knowledge and seek instruction
- Keen attention to detail
- Strong written and verbal communication skills
- Ability to manage multiple and sometimes conflicting priorities
- Ability to think on your feet and switch gears easily
- Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
- Superb personal organizational skills to ensure all client commitments are met
- Ability to empathize with and advocate for our customers
- Ability to quickly learn new concepts and teach others
- Strong interest in technology
- Excellent problem-solving skills
- Good sense of humor
Benefits:
- Alt Legal is a customer-obsessed, forward-thinking company that believes great technology should simplify and empower.
- Our mission is to transform intellectual property management through intuitive automation and exceptional service.
- We’re proud to support over 1,000 global law firms and companies—and even more excited about the growth potential ahead of us.
- We’re a collaborative, kind, and diverse team that thrives in open, inclusive, and positive environments.
- We believe that a variety of perspectives leads to better ideas and stronger outcomes.
- Founded on the values of innovation, simplicity, and support, we ensure that every team member can grow while making meaningful contributions.
- Alt Legal is LGBTQ+ friendly, and we enthusiastically encourage individuals of all backgrounds to apply.
Similar Jobs
Billing and AR Support Specialist – Part-Time, Contract
Billing & AR Support Specialist assisting with daily billing and accounts receivable activities for a logistics company. Ensuring accurate documentation, timely billing, and seamless cash flow in a fast-paced environment.
Technical Application Support Specialist II
Technical Application Support Specialist managing technical support requests and ensuring application stability. Collaborating with internal teams to troubleshoot issues and manage backend configurations.
Customer Support Specialist
Customer Support Specialist managing customer inquiries for Wayvia, ensuring timely resolutions and exceptional service in a remote capacity. Addressing technical queries and guiding customers on product functionality.
Customer Care Specialist I – Contractors
Customer Care Specialist providing assistance to members and providers with routine inquiries about health services for TrueCare. Focused on claims processing and member benefit education.
Field Training and Product Support Specialist
Field Training and Product Support Specialist conducting training for automotive film installation. Delivering technical support and training in the Central Time Zone with extensive travel required.
Director, Customer Experience
Leading strategy and performance of the Digital Adoption team at ClickUp for enhanced customer experience. Drive customer satisfaction and operational excellence through an AI-first approach.
Customer Service Representative
Remote Customer Service Representative for Sentara Health handling patient inquiries and issues. Must reside in Harrisonburg or Charlottesville area and work from 8:00 AM to 4:30 PM.
Member Support Specialist
Guide Hinge Health members through their care journey as a Support Specialist. Provide expert assistance via email, phone, and chat in a remote setting.
Customer Experience Specialist
Customer Experience Specialist at Grupo OLX improving user journeys and analyzing client data. Defending customer interests and collaborating with product and operations teams for effective decision-making.
Customer Service Specialist
Customer Service Specialist providing customer support via SalesForce for Ontellus clients. Engaging in clear communication and ensuring a seamless experience while upholding company values.
Customer Support Specialist
Customer Support Specialist providing assistance to digital companies in resolving queries and onboarding. Engaging in continuous improvement and proactive communication within a global team environment.
Customer Experience Enablement Lead
Customer Experience Enablement Lead developing training for Dandy's Customer Support teams. Engaging with technology to support dental practices worldwide.
Sales Support Specialist
Sales Support Specialist providing support for partners in closing SEO and Website sales. Conducting client audits, proposals, and enhancing customer engagement efforts.
Customer Service Representative
Customer Service Representative supporting healthcare operations remotely in Kenya. Requires customer service experience and fluent English communication skills.
Customer Support Manager – Team Leader
Customer Support Team Lead managing escalations and team performance across luxury fashion marketplaces. Leading support operations and improving workflows for exceptional customer service.
Customer Support Agent – Full-Time, B2B
Customer Support Agent handling inquiries for Italist and HEWI, luxury fashion marketplaces. Providing efficient solutions and maintaining customer satisfaction in a remote environment.
Senior Customer Service Representative
Senior Customer Service Representative at BMO provides professional support to internal and external stakeholders. Responsible for analyzing account issues and delivering timely solutions.
Executive Support Specialist
Executive Support Specialist coordinating communication and priorities for the CEO and CCO at Hadley Designs. Managing projects, schedules, and supporting overall operational efficiency.
After-Hours Virtual Front Desk / Customer Support Assistant
Remote contractor providing after-hours customer support for 20four7VA clients. Responsibilities include handling calls, scheduling, and administrative support.
Managed Services Analyst I – Fuel Accounting, Fuel Operations Coordinator, Customer Service
Managed Services Analyst I providing fuel inventory management and accounting services for customers outsourcing fuel management to PDI. Collaborate with suppliers and manage customer relationships in a global setting.