Customer Support Specialist

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The company is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. It is a global leader in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system.

As a highly ambitious organization, it understands that its people are critical to its success.

That's why it is passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of clients, join the team.

About the Role

In this role as a Customer Support Specialist, you are committed to delivering exceptional customer experiences and ensuring clients maximize the value of the software. As the organization continues to grow, you will be dedicated to being the first point of contact, and the friendly voice answering questions about its products and services, and providing world-class customer support, troubleshooting, and technical support.

This is a remote role, based in Pacific Time.

Key Responsibilities

• Develop a comprehensive understanding of the legal tech solutions, staying up to date with new features and updates, and sharing this knowledge with clients to optimize their experience.
• Gain knowledge about clients, who are primarily law firms and legal professionals, and obtain a deep understanding of their unique needs.
• Understand and learn how to use client success tools, including Salesforce, Dialpad, and the organization's own services to track and update client orders.
• Handle and resolve customer concerns and issues promptly, ensuring a high level of customer satisfaction and retention.
• Provide top-notch technical support to clients, including troubleshooting software issues, answering inquiries, and guiding them through the effective use of products.
• Track cases through to resolution. Escalate cases to other departments or technical leads as required.
• Maintain accurate and detailed records of client interactions and support requests.
• Act as the voice of the customer by collecting feedback, suggestions, and pain points to help improve products and services continually.
• Participate in regular performance and development meetings with your direct manager. Track and be responsive to your KPI’s, which will include average handling time, contacts per day, and customer satisfaction scores.
• Assist with any and all tasks to ensure customer satisfaction.
• Contribute to the success of the team and the organization.
• Able to work collaboratively and cross-functionally with different departments.

Required Qualifications

Knowledge and Skills:

• Passion for technology and for helping others to understand and use it.
• Excellent communication skills.
• Strong interpersonal communication skills.
• Computer savvy—the organization sells software, so you need to be someone who can quickly learn how to use new technology and new websites and explain how they work to others. You should be comfortable using Microsoft Office products, like Word and PowerPoint.
• Knowledge of the legal services industry is preferred.

Education and Experience:

• 2+ years of customer support (Phone, E-Mail and Chat) experience, which may include internships (previous experience in providing customer service & technical support for a software company is preferred).
• Prior experience using a CRM, such as Salesforce or Zendesk, is preferred.

Compensation$20.00 - $27.00 per hour

The anticipated starting base pay range for this role is listed below. Base salary is not the only component of a competitive total rewards package - you may also be eligible for bonus, commissions and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications.

Benefits

The organization is committed to a workplace where everyone feels comfortable doing their best work and having fun! It also believes in a work/life balance that fulfills you while you’re here and supports you when you’re not.

The benefits package is built to prove that it's committed to you having everything you need.

• 401(k) Match
• Medical, Dental, & Vision Insurance
• Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
• 20 Days of Paid Time Off (PTO)
• 11 Paid Holidays
• “Be Me Time” off for mental health, re-charging, volunteering
• Matching Gift Program

Our Commitment

The organization believes that the key to its success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires the organization to be innovative and bold.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.