Customer Support Specialist
New
A
Alt LegalLegal Technology
Philippines, EST (UTC -5) for onboardingFull-TimeMiddle
Salary1,310,000 - 1,370,000 PHP per year
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Job Details
- Languages
- Fluent in English
- Experience
- 4+ years experience in client-facing role, 2+ years Work-from-Home Experience
- Required Skills
- Microsoft ExcelMS OfficeCustomer supportGoogle Sheets
Requirements
- 4+ years experience in client-facing role, involving support of SaaS or professional web-based solutions
- 2+ years Work-from-Home Experience
- Fluent in English
- Strong, reliable internet connection
- 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
- Superb personal organizational skills
- 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
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.
- Escalate system-wide issues to the product team and ensure issues are communicated to relevant internal teams.
- Provide input to the Customer Success and Product Teams to enhance training materials and documentation.
- Provide platform training to key stakeholders and end-users.
- Work directly with clients advising them on how to best leverage Alt Legal.
- Work to understand key client use cases and attributes.
- Provide exceptional service to clients to help support customer success goals.
- Stay current with system changes and updates.
- Act as the client advocate, working cross-departmentally with internal teams.
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