Job Description
Technical Support Representative
Location: West Coast USA (Remote)
The Opportunity
Brightflag is the fastest growing company in the legal tech space and the #1 rated enterprise legal management product on G2. We’re bringing a trailblazing product, which is truly differentiated, to a fast growing market. And we are continuing to invest heavily in product and customer success. This means that our customer success teams support our customers to deliver significant business impact from our solution. We help legal functions transform and partner with customers to create genuine value for their businesses.
Due to global expansion, Brightflag is excited to hire an ambitious Technical Support Representative who prides themselves on being a strategic problem solver & is excited to grow! The Technical Support Representative will report to the Director, Customer Support based in Dublin. Like all great companies, we strive to hire the best. Our people are customer-focused, take ownership, and make every day count. The opportunity for direct impact at Brightflag is huge – we live our values and are in search of constant improvement. Sound like a fit for you?
What You Will Be Doing
This role will serve two purposes: first, provide frontline (reactive) support to our global users; and second, assist with the initial investigations into technical issues/challenges with the software.
- Be the first responder to all queries from users related to Brightflag’s platform
- Own the customer experience and work to exceed their expectations
- Dedicatedly look for solutions to problems and propose improvements if something could work better
- Drive product change and improvement to make Brightflag the leading enterprise legal management platform
- Understand Brightflag’s platform and configure customers’ instances to ensure they derive maximum value from it
- Partner with internal support & engineering teams to educate and onboard law firms and customer end-users to set them up for success using Brightflag’s platform
- Craft educational articles for the Brightflag help center
Skills & Experience
- You pride yourself on being a people person; you love talking to people and building strong rapport with customers
- You’ve managed various customer problems daily within a software/technical environment, ideally within an enterprise B2B application
- You have managed multiple complex tasks while delivering timely updates until resolution
- You have a proven track record of being a problem solver who makes decisive, informed decisions
- You’ve utilized data to suggest process improvements & stay organized via Microsoft Excel
- You’ve explained complex issues in concise, simple terms for key stakeholders
- Communicating via phone, email, tickets or live chat
- You are an empathizer; you connect with customers in a genuine way that lets them know you care about their issues
- You’ve shown the ability to be a great teammate that can both follow and lead depending on the situation
- You’ve shown the ability to work in a tier-based environment which requires documenting cases for further investigation
- Curious and have a natural ability to “zoom-out” of a problem, in order to ask the right questions
The following are a bonus!
- Zendesk experience is a plus
- Knowledge of SQL