Customer Support Specialist - Remote | Paradigm
Job Summary:
We are seeking a highly skilled and motivated Customer Support Specialist to join our team at Paradigm, a leading provider of legal practice software solutions. As a Customer Support Specialist, you will play a critical role in delivering exceptional support to our clients, resolving their inquiries in a timely and professional manner, and providing a positive experience that fosters long-term relationships. This is a remote opportunity with a competitive salary and comprehensive benefits package.Key Responsibilities:
- Provide high-level support to clients via phone, chat, and email, ensuring prompt and effective resolution of their inquiries and issues.
- Identify and resolve client issues and concerns, establishing strong customer relationships and improving client retention.
- Diagnose bugs and communicate customer issues and requests to our development team, ensuring that client feedback is heard and addressed.
- Work collaboratively with cross-functional teams, including product and development, to mitigate client requests and issues.
- Utilize cloud-based support systems, such as Intercom, Salesforce, and JIRA, to manage client interactions and resolve issues efficiently.
- Work flexible hours, including 10 am - 7 pm EST, 9 am - 6 pm CST, or 7 am - 4 pm PST.
Requirements:
- 2+ years of customer support experience, preferably in a SaaS environment.
- 2+ years of experience working in a legal industry or similar field.
- Proficiency in Salesforce, Intercom, JIRA, and G Suite.
- Excellent verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical clients.
- Patient, empathetic, and data-driven, with strong interpersonal skills and the ability to work collaboratively with different departments.
- Self-motivated, diligent, and able to inspire others, with a strong work ethic and attention to detail.
What We Offer:
- Competitive salary and comprehensive benefits package.
- Remote working flexibility, with the option to work from home.
- Budget for home office improvements.
- Company culture that encourages work-life balance.
- 100% paid PPO medical, vision, and dental insurance, 401k matching, and equity grants.
- Bi-annual company retreats and many other fun activities to bring our team together.