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:
?esponsible for providing high level support via Phone, Chat, & Email
?dentifying and resolving client issues/concerns
?stablish customer relationships
?mprove client retention
?iagnose bugs
?ommunicate customer issues/requests to development team
?orking with the latest cloud support systems such as Intercom, Salesforce, JIRA, etc
?ther duties as assigned
?ork hours will be 10 am ? pm EST/ 9 am ? pm CST/ 7 am ? pm PST
Qualifications
?+ years customer support experience
?+ years SaaS environment experience
?nowledge in the legal industry advantageous
?nowledge with SalesForce, Intercom, JIRA, G Suite
Who is the ideal candidate?
?ust be patient, empathetic, and have great communication skills
?ata driven individual
?trong interpersonal skills to work collaboratively with different departments
?omfortable with technology and learning new software
?bility to handle escalated customer issues
?elf-motivated, diligent, and can inspire others
?xcellent verbal and written communication skills
?rganized, detail oriented, and able to manage multiple tasks
?ust be personable and enjoy working in a client-facing role
?ble 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 ?racticePanther, Bill4Time, MerusCase, and LollyLaw ?n 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
?ompetitive salary
?aid vacation + sick and parental leave
?emote working flexibility
?udget for home office improvements
?ompany culture that encourages work / life balance
?00% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
?i-annual company retreats and many other fun activities to bring our team together (physically or virtually) as often as possible!