Customer Support Specialist

About Resonance CX Partners and Page Vault

Resonance CX Partners aims to connect seasoned professionals with roles that genuinely reflect their values. Unlike staffing agencies, we identify and validate opportunities directly from organizations focused on their customers. Page Vault, our client, is revolutionizing the legal industry's use of web content by providing technology that captures online evidence seamlessly and ensures it is admissible in court. Operating fully remotely across the U.S., Page Vault supports law firms, litigation teams, and in-house legal departments who depend on precise, reliable service.

Role Overview

We seek a Customer Support Specialist devoted to delivering exceptional client experiences. This position demands thorough communication and commitment to client understanding, not just closing tickets. Our customers are legal professionals handling critical cases and require a support expert who listens attentively, communicates transparently, and follows through diligently.

Key Responsibilities

• Serve as the frontline responder to client requests via email, chat, and phone, providing clear and caring communication.
• Troubleshoot and resolve problems by guiding clients through step-by-step solutions.
• Investigate and replicate reported issues to diagnose root causes before escalating when necessary.
• Collect detailed context for issues and escalate with precise documentation to engineering and product teams.
• Effectively manage and prioritize your workload to meet response and resolution targets.
• Handle escalations professionally and maintain composure in urgent situations, including covering emergency client lines.
• Identify trends in recurring problems and share insights to enhance the product and client experience.
• Lead client training sessions as required and collaborate cross-functionally to address complex challenges.

Ideal Candidate Attributes

• Preference for proactive, transparent communication that keeps clients informed.
• Curiosity about the underlying reasons for issues, beyond simply closing cases.
• Aptitude to convert complicated technical situations into clear and calming explanations.
• Reliability in following up as promised.
• Competence in managing a demanding queue without overlooking details.
• Enthusiasm for varied daily tasks and challenges.

Requirements

• At least one year of experience in customer support, client services, or technical assistance.
• Strong verbal and written communication capabilities.
• Excellent problem-solving instincts with a willingness to delve into issues thoroughly.
• Ability to swiftly adapt to new software and workflows.
• Comfort handling multiple simultaneous requests and adjusting priorities dynamically.
• Availability to work Monday through Friday, 8:00 AM to 5:00 PM PST, with initial training requiring 9:00 AM to 6:00 PM ET availability for two months.

Preferred Qualifications

• Background in legal or electronic discovery sectors.
• Experience using HubSpot or similar CRM/support platforms.
• Previous work within a high-touch B2B SaaS environment.

Benefits

• Fully remote work setting with periodic in-person team gatherings twice to thrice annually.
• Flexible paid time off, unlimited sick leave, and parental leave accessible to both parents.
• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) plan including employer contributions.
• Salary range of $45,000 to $55,000 annually, dependent on experience, with a modest performance-based bonus.