Job Description
Customer Support Specialist
Team Customer Success
Hub Offices Vancouver
Remote Options Remote – Canada
Clio is more than just a tech companywe are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.
Summary:
This team is high energy and fun, and while our number one goal is to provide an effortless customer experience (fast, high-quality answers to any question), we are also hyper-focused on increasing customer health. Our team members are smart, engaged and driven. We are looking to create a unique contact center culture built on empowerment and accountability where we hire great people and get out of their way.
What you’ll work on:
- Handling a high volume of inbound requests by phone, chat, and email with an eye for making the customer experience as effortless as possible;
- Advocating for the value Clio provides and becoming an expert in all of Clio’s features and functionality;
- Methodically troubleshooting technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and Customer Success teams;
- Confidently answering questions asked, providing advice, training solutions and proactively solving the customer’s next challenge to help them get the most out of working with Clio;
- Adding to our knowledge base, consistently checking for quality, and coaching our users in the usage of self-serve resources;
- Capturing feedback on the product for use by our Product team;
- Contributing to personal and group projects to improve service delivery and processes across the department.
What you may have:
- Pride in your ability to connect with a wide range of people and love working with customers of all skill levels and personality types;
- Excitement about finding new and complex problems to solve;
- Patience, compassion and understanding.
- Curiosity to strive to continuously improve and learn;
- Ability to thrive at multitasking and prioritizing in a fast-paced environment;
- Tech-savviness and excitement to dive into learning new platforms;
- Excellent writing skills, and the ability to write in a professional tone with little to no grammatical or spelling errors;
- Strong verbal communication skills, able to express yourself in a clear, concise, and empathetic manner;
- Self-driven attitude and willing to take initiative to grow your skills;
- Fun, outgoing, and engaging personality – and love to work as a cohesive team.
Serious bonus points if you:
- Have customer focus at your core and are eager to make a career out of helping clients be successful;
- Have experience working with web-based/SaaS applications;
- Are familiar with Zendesk or similar CRM software;
- Are familiar with Legal or other professional service industries;
- Are open to working evening and night shifts.
- Are proficient in Google Suite and Microsoft Office;
- Are proficient in Windows and/or Mac operating environments.