Customer Support Specialist | Paradigm | Remote (United States)
What is the role?
You are responsible for communicating with clients to resolve inquiries in a timely manner. You will work with clients to answer questions, identify bugs, and resolve issues. You will relay feedback to our product and development teams and be the voice of our customer to mitigate client requests and issues professionally.
In this role, you will:
Responsible for providing high level support via Phone, Chat, & Email
Identifying and resolving client issues/concerns
Establish customer relationships
Improve client retention
Diagnose bugs
Communicate customer issues/requests to development team
Working with the latest cloud support systems such as Intercom, Salesforce, JIRA, etc
Other duties as assigned
Work hours will be 10 am 7 pm EST/ 9 am 6 pm CST/ 7 am 4 pm PST
Qualifications
2+ years customer support experience
2+ years SaaS environment experience
Knowledge in the legal industry advantageous
Knowledge with SalesForce, Intercom... JIRA, G Suite
Who is the ideal candidate?
Must be patient, empathetic, and have great communication skills
Data driven individual
Strong interpersonal skills to work collaboratively with different departments
Comfortable with technology and learning new software
Ability to handle escalated customer issues
Self-motivated, diligent, and can inspire others
Excellent verbal and written communication skills
Organized, detail oriented, and able to manage multiple tasks
Must be personable and enjoy working in a client-facing role
Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical
Why should you join Paradigm?
Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate, and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms PracticePanther, Bill4Time, MerusCase, and LollyLaw in addition to payments and accounting solutions powered by Headnote and TrustBooks.
Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.
Benefits/Perks
Competitive salary
Paid vacation + sick and parental leave
Remote working flexibility
Budget for home office improvements
Company culture that encourages work / life balance
100% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
Bi-annual company retreats and many other fun activities to bring our team together (physically or virtually) as often as possible
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