d) – Legal B2B SaaS Software (remote)

Septeo CNEE

3d•Remote

About The Position

Shape exceptional customer experiences in Legal Tech. At Septeo CNEE, we help law firms work smarter through our cloud-based software Amberlo. To support our growing international customer base, we're looking for a Technical Customer Support Specialist who enjoys solving software-related challenges, helping customers succeed with technology, and working closely with Product and Engineering teams. In this role, your primary focus will be on providing 1st and 2nd level support for our legal software solutions. You will investigate technical issues, support customers in their daily work, and contribute to delivering an outstanding support experience. While customer enablement and onboarding activities are part of the role, the clear focus lies on technical customer support and problem resolution. If you're passionate about customer support, technology, and delivering great service, we'd love to hear from you.

Requirements

2+ years of experience in Technical Support, Application Support, Software Support, IT Support, Helpdesk, Service Desk or a similar customer-facing SaaS environment
Strong troubleshooting and analytical problem-solving skills
Technical affinity and confidence working with software applications, cloud solutions, and system environments
Experience using support and ticketing systems such as Jira, Zendesk, HubSpot, Freshdesk or similar tools
Ability to independently prioritise and manage support requests
Excellent communication skills and a customer-oriented mindset
Fluent English language skills (written and spoken)

Nice To Haves

Polish language skills are highly desirable due to our continued growth ambitions in the Polish market
Spanish language skills are a strong plus as we continue to expand our international customer support capabilities
German language skills are a plus
Experience working in a SaaS, software, or Legal Tech environment
Experience collaborating with Product and Development teams
Familiarity with APIs, integrations, data imports, or software configuration is beneficial

Responsibilities

Serve as one of the primary support contacts for our international customer base using our Legal Tech SaaS solutions
Provide high-quality 1st and 2nd level support via ticketing systems, email, and remote sessions
Investigate, analyse, and resolve software-related customer issues and technical incidents
Identify root causes and collaborate closely with Product, Development, and other internal teams to ensure timely issue resolution
Reproduce, document, and track complex support cases to drive efficient problem solving
Deliver customer training sessions and support onboarding activities when required
Help customers make best use of the software through practical guidance and solution-oriented support
Gather customer feedback and contribute insights for product and process improvements
Support the continuous optimisation of our support processes and customer experience