नोकरीचे वर्णन

About Our Client

This organization operates within the legal technology domain, revolutionizing the method of capturing and utilizing web content as admissible evidence in legal cases. Serving law firms, litigation support units, and in-house legal teams, they provide essential tech solutions remotely across the U.S. for handling sensitive casework.

Opportunity Overview

The Customer Support Specialist is key in delivering outstanding client assistance by ensuring users feel supported and informed throughout their engagements. Responsible for addressing client inquiries attentively and resolving issues efficiently, this role builds trust and satisfaction by managing communication and follow-ups, even in urgent or complex scenarios.

Key Responsibilities

Respond swiftly and courteously to client queries via email, chat, and phone with empathy and clarity
Troubleshoot technical/user issues by guiding clients through the platform with clear instructions
Recreate and diagnose platform problems to identify root causes before escalating to engineering
Document and report intricate technical or product issues comprehensively for further resolution
Independently organize and prioritize support tasks to meet or surpass response and resolution goals
Professionally manage critical, escalated situations, including overseeing an emergency client support line
Analyze and monitor recurring problems to provide data-supported feedback for product and service improvements
Conduct interactive onboarding and client training as business needs require
Collaborate effectively with product, engineering, and operations teams to resolve multifaceted client issues

Candidate Requirements

At least one year in customer support, client service, or technical helpdesk roles
Excellent verbal and written communication skills with ability to convey technical information clearly
Strong technical problem-solving capabilities and structured approach to immediate challenges
Quick mastery and adaptability to proprietary software, APIs, and digital workflows
Comfortable handling multiple client requests simultaneously with dynamic task reprioritization
Availability strictly from 8:00 AM to 5:00 PM PST, Monday through Friday (with initial training aligned to 9:00 AM to 6:00 PM ET)

Preferred Qualifications

Experience in legal tech, law firm administration, or e-discovery environments
Familiarity with HubSpot CRM, ZenDesk, or similar ticketing/support tools
Previous involvement in high-touch, fast-paced B2B SaaS client support

Compensation

The salary range for this role lies between $45,000 and $55,000 per year, with final offers depending on the candidate’s technical proficiency, background, and interview outcomes. A performance-based incentive is also included as part of the package.

Benefits and Perks

Fully remote work environment complemented by 2-3 in-person team meetings annually
Flexible paid time off, unlimited sick days, and fully paid parental leave for both parents
Comprehensive medical, dental, and vision insurance
401(k) plan with employer matching

Equal Opportunity Employer

The employer is committed to diversity and inclusion, providing equal employment opportunities regardless of race, color, religion, gender identity or expression, sexual orientation, or national origin.

Additional Information

This job is connected through a recruitment service but the employer is the official hirer. Candidates will apply directly to the company through its career system or ATS.

Customer Support Agent (Night Shift)