Customer Support Specialist

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💎 Seniority level: Middle, 4+ years

📍 Location: United States

🔍 Industry: SaaS, Legal Technology

🏢 Company: Alt Legal👥 11-50💰 Seed almost 9 years agoSaaS Legal Software

🗣️ Languages: English

⏳ Experience: 4+ years

🪄 Skills: Google AnalyticsCommunication SkillsProblem SolvingCustomer serviceAttention to detailWritten communicationExcellent communication skillsAdaptabilityMS OfficeEmpathyVerbal communicationTrainingActive listeningStrong communication skillsTechnical supportCustomer supportSaaS

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
Strong written and verbal communication skills
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
Excellent problem-solving skills

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.

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