Customer Support Specialist
New
I
InfoTrack USLegal Technology
California, United States. Washington, United States. Nevada, United States. Oregon, United States, Pacific TimeFull-TimeMiddle
Salary20 - 27 USD per hour
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Job Details
- Experience
- 2+ years
- Required Skills
- SalesforceMicrosoft OfficeTroubleshootingTechnical supportCRMCustomer supportZendesk
Requirements
- 2+ years of customer support experience (phone, email, chat).
- Experience providing customer service or technical support for software companies preferred.
- Proficiency with Microsoft Office products (Word, PowerPoint).
- Prior experience using a CRM (Salesforce or Zendesk) preferred.
- Excellent communication and interpersonal skills.
- Ability to quickly learn and explain new technology and websites.
- Knowledge of the legal services industry preferred.
Responsibilities
- Develop a comprehensive understanding of legal tech solutions and share knowledge with clients.
- Gain deep understanding of client needs, primarily law firms.
- Use CRM and client success tools like Salesforce and Dialpad to track orders.
- Handle and resolve customer concerns promptly.
- Provide technical support, troubleshooting, and software guidance.
- Track cases to resolution and escalate as needed.
- Maintain accurate records of client interactions.
- Collect customer feedback and pain points to improve products.
- Participate in performance meetings and hit KPIs like AHT and CSAT.
- Work collaboratively across departments.
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