Client Support Analyst

U.S. Legal Support•Houston, TX

About The Position

The Client Support Analyst is the primary point of contact for clients, providing assistance by phone and email and ensuring timely, accurate resolution of inquiries. The role serves as a subject matter expert on U.S. Legal Support’s services and calls for strong customer service, professionalism, and problem-solving skills. The position is based in Houston, Texas, with a Monday–Friday schedule from 8:00 a.m. to 5:00 p.m.

Requirements

High school diploma or equivalent required.
At least 3 years of experience in customer service or client solutions.
Professional email and phone etiquette.
Strong attention to detail and active listening skills.
Excellent communication and problem-solving abilities.
Cheerful, professional, and client-focused demeanor.
Dependable and reliable, with a strong work ethic.
Flexible and adaptable in a fast-paced environment.

Nice To Haves

Associate degree preferred.
Industry experience preferred but not required.
Prior administrative or office experience is a plus.

Responsibilities

Investigate and research issues to ensure appropriate corrective action is taken.
Address client and sales partner inquiries promptly and drive them to resolution.
Set up new client accounts through the company portal.
Guide and prepare new clients to use portal features effectively.
Complete front-end processing for settled cases.
Perform transcript and video status checks.
Respond to client inquiries about price quotes for completed jobs.
Collaborate with other departments to resolve issues or fulfill requests promptly.
Work efficiently and suggest workflow improvements.
Develop and retain knowledge of the legal services offered.
Ensure service level agreements (SLAs) are consistently met or exceeded.
Perform other duties as assigned by department leadership.