Customer Support Specialist
New
L
LollyLawLegal Technology
Based in the United StatesFull-TimeMiddle
SalaryCompetitive salary.
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Job Details
- Experience
- 1–2 years
- Required Skills
- Customer SuccessSaaSRelationship buildingTroubleshootingCustomer support
Requirements
- 1–2 years of experience in customer support, customer success, or a related client-facing role.
- Previous experience supporting SaaS products is preferred.
- Strong troubleshooting and creative problem-solving abilities with a proactive approach to customer needs.
- Excellent verbal and written communication skills, with the ability to build trust and explain technical concepts clearly.
- Ability to work independently while collaborating effectively within a remote team environment.
- Strong conflict resolution, relationship-building, and customer advocacy skills.
- Experience in the legal technology, legal services, or consulting industry is considered an advantage.
- Customer-focused mindset with a passion for delivering outstanding user experiences.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Responsibilities
- Deliver exceptional customer support through chat, email, and phone, ensuring timely resolution of client inquiries and technical issues.
- Troubleshoot software-related challenges and guide customers toward effective solutions that support their business goals.
- Lead onboarding sessions for new customers through training calls, follow-ups, and ongoing adoption support.
- Develop a deep understanding of platform features and functionality to provide accurate guidance and best practices.
- Create, maintain, and improve help center documentation and customer education materials.
- Build strong customer relationships that promote satisfaction, engagement, and long-term retention.
- Collaborate with internal teams to communicate customer feedback, evolving needs, and opportunities for product improvement.
- Contribute to additional customer success initiatives and projects as needed.
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