Customer Support Specialist

Themis Solutions

14d • $56,000 • Hybrid

About The Position

Clio is seeking a Customer Support Specialist to join their Customer Support Team in APAC. The Customer Support team is an incubator for talent, hiring people who are Human and High Performing, motivated to provide customers an effortless experience with their products. Team members become product experts, educate customers, and promote product and feature adoption. The team culture is built on growth, empowerment, and accountability, with members being smart, technically proficient, and driven.

Requirements

• Bachelor's degree in a relevant field, or equivalent practical experience
• Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiences
• Curiosity about law, tech, and AI, as well as an interest in leveraging technology to help people solve problems!
• The desire to win (and have fun) as a member of a high performing team
• A growth mindset and a sense of optimism and enthusiasm

Nice To Haves

• Prior research, tutoring, and leadership experience
• Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution

Responsibilities

• Handle a high volume of inbound requests by phone, chat, and email with an eye for making the customer experience feel as effortless as possible
• Advocate for the value Clio provides and becoming an expert in all of Clio's features and functionality
• Methodically troubleshoot technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and Customer Success teams
• Confidently answer questions when asked, providing advice, training solutions and proactively solving the customer's next challenge to help them get the most out of working with Clio
• Add to our knowledge base, consistently checking for quality, and coach our users in the usage of self-serve resources
• Capture feedback on the product for use by our Product team
• Contribute to personal and group projects to improve service delivery and processes across the department

Benefits

• Competitive, equitable salary
• Top-tier health benefits
• Dental insurance
• Vision insurance
• Flexible time off policy, with an encouraged 20 days off per year
• $2000 annual counseling benefit
• RRSP matching
• RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level