Customer Support Executive - US Legal Tech
New
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PearlLegal Technology / SaaS
Metro Manila, Philippines. Mexico City, Mexico. Buenos Aires, Buenos Aires, Argentina. Bogotá, Bogota, Colombia. Honduras, Santo Domingo, Dominican Republic. Central Visayas, Philippines, U.S. East Coast, West Coast, and Asia-based client time zones (e.g., 6:00 AM – 2:00 PM GMT+8)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- At least 2 years
- Required Skills
- Google SheetsSlackZendesk
Requirements
- At least 2 years of experience in customer support or client-facing roles
- Strong written and verbal English communication skills with a neutral accent
- Experience handling support during graveyard or off-hours shifts
- High attention to detail and ability to follow structured processes
- Tech-savvy with the ability to quickly learn new platforms and tools
- Ability to work independently with minimal supervision
- Proficiency with Zendesk or similar ticketing platforms
- Proficiency with Live chat support tools
- Proficiency with Google Workspace (Docs, Sheets, Gmail)
- Proficiency with Slack or similar communication tools
Responsibilities
- Respond to inbound Zendesk tickets and live chat inquiries promptly and professionally
- Troubleshoot platform issues such as document upload errors and account access problems
- Provide clear, concise, and accurate guidance based on internal documentation
- Ensure all tickets are resolved or escalated within defined SLAs
- Reference and apply the internal guidebook to ensure consistent support delivery
- Follow established workflows, escalation paths, and resolution standards
- Maintain detailed and accurate records of customer interactions
- Design and document SOPs for customer service workflows and ticket handling
- Identify recurring issues and recommend improvements to processes or documentation
- Assist in updating FAQs and internal knowledge base materials
- Escalate complex issues to internal teams and track them through resolution
- Collaborate with product and engineering teams when necessary
- Ensure timely follow-ups on pending issues
- Participate in QA and bug testing for new product releases
- Support ad-hoc administrative tasks and internal coordination efforts
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