Support Specialist
New
S
SylloLegal Technology
Remote USFull-TimeMiddle
Salary40 - 45 USD per hour
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Job Details
- Experience
- 1 to 3 years
- Required Skills
- TroubleshootingCRMCustomer support
Requirements
- 1 to 3 years of experience working in a legal environment, such as a law firm, corporate legal department, or legal technology company
- Experience in a support, operations, or client services capacity
- Strong written and verbal communication skills
- Ability to explain technical concepts clearly to non-technical users
- Comfortable conducting live client-facing calls and troubleshooting sessions
- High aptitude for learning new software tools and enthusiasm for AI-powered products
- Experience writing help content or customer-facing documentation (preferred)
- Familiarity with support or CRM tools (preferred)
Responsibilities
- Serve as the first point of contact for inbound client support requests, responding promptly and professionally across all support channels
- Troubleshoot product questions and technical issues, escalating to engineering or product teams through the appropriate process when needed
- Develop deep expertise in the Syllo platform and serve as a product knowledge resource for clients and the CS team
- Conduct live troubleshooting sessions and product walkthroughs with clients to resolve issues and build platform confidence
- Write and maintain help content including articles, guides, and FAQs that address common client questions and product workflows
- Partner with the other Customer Success teams to flag recurring issues and surface client feedback to the product team
- Document solutions and contribute to the internal knowledge base to reduce repeat inquiries and support team scaling
- Participate in product testing and share results with engineering and product management in a timely manner
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