Client Support Associate - Help Desk

Rubris

9d • Remote

About The Position

We are hiring associates for our legal technology focused client support team. This help desk role will work directly with our clients and platform users to solve problems and answer questions, or escalate to our delivery team if necessary. As the voice of the software for many of our users, your effective communication, documentation, unmatched responsiveness, and efficient resolutions will enhance the user experience for our clients and users across the mass tort life cycle.

Requirements

• Excellent communicating, listening and documenting skills
• Ability to solve problems and make people feel heard, understood, and that you care
• Often seen as a culture carrier and brand ambassador who takes pride in being part of the company
• Intellectual curiosity – driven to learn all aspects of your role and how it impacts our clients
• You get excited when you can solve problems through listening, understanding, and helping
• Comfortable working both independently and remotely, but also excited about collaborating with team members within and across departments
• Experience with Freshdesk, Zendesk, or other commonly used support software
• Strong attention to detail and commitment to accuracy
• Bachelor’s degree or equivalent
• Work experience in help desk, customer support, user experience, or retail
• Note – this role will require some weekend work as part of the full-time schedule

Nice To Haves

• Experience with law firms, data sets, or software or platform users experience or support a plus

Responsibilities

• Customer Support & Issue Resolution
• Provide timeline and professional support to customers through multiple channels (email, ticketing system, phone)
• Troubleshoot software-related issues, guide users through steps to resolve problems, and escalate more complex issues to higher-level support when necessary
• Assist customers with onboarding, product setup, and usage guidance, ensuring a smooth client experience
• Resolve user questions and issues by using your knowledge of the system or escalating the user ticket to one of our product teams for resolution
• Technical Assistance
• Diagnose and resolve common issues related to software functionality and performance
• Work closely with our technical teams to stay current on product updates, new features, and common troubleshooting steps
• Provide clear instructions and documentation to users to help them resolve issues independently when applicable
• Contribute to the development and maintenance of our internal knowledge base and client-facing documents
• Assist in maintaining support documentation is accurate, up-to-date, and easy to understand
• Ticket Management
• Create, track, and manage tickets in the support system, ensuring timely follow-up and resolution
• Help prioritize tickets based on urgency, escalating issues appropriately to maintain service level agreements (SLAs)
• Customer Feedback and Continuous Improvement
• Participate in team meetings to discuss trends, best practices, and areas for improvement as it relates to both our help desk process and software
• Collect and document feedback from clients to help identify common issues, feature requests, or potential improvements in the product or support processes
• Maintain a Positive Client Experience
• Act as a brand ambassador for our company, ensuring every interaction reflects our values and mission statement
• Ensuring our customers feel heard and valued by fostering a positive and empathetic interaction
• Adherence to SLAs and KPIs
• Proactively manage and reduce customer wait times, ensuring efficient ticket resolutions
• Work within internal SLAs and KPIs by resolving issues within the required time frames

Benefits

• 100% remote work (MacBook Pro provided)
• Fully paid premiums for employee medical, dental, and vision insurance
• Annual paid time off (PTO) plus 11 paid holidays
• 401(k) plan with employer contribution that is 100% vested
• Opportunities to advance, develop, and make an impact as part of a growing company

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 11-50 employees