Customer Service Representative
Sutherland
Senior Customer Support Specialist
Alt Legal - IP Management Software
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $62,000 per year
Job Level
Senior
About the role
- Act as a first point of contact for all day-to-day questions received via Alt Legal’s support email, live chat, and phone line.
- Work directly with clients advising them on how to best leverage Alt Legal in coordination with the relevant Customer Success Manager.
- Handling complex requests from clients in a timely manner.
- Assist the VP with the hiring and onboarding process of new Customer Support Specialists.
- Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer’s satisfaction in a timely and careful manner.
- Escalate system-wide issues to the product team and ensure issues are communicated to relevant internal teams.
- Look for commonalities in client questions and proactively provide input to the Customer Success and Product Teams to enhance training materials and documentation, as well as to enhance the product.
- Provide platform training to key stakeholders and end-users, connecting the value of Alt Legal to client initiatives.
- Work to understand key client use cases and attributes in order to provide context-driven responses and training.
- Provide exceptional service to clients in order to help support the Customer Success team’s goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health.
- Stay current with system changes and updates.
- Act as the client advocate, working cross-departmentally with internal teams to successfully resolve client concerns and questions.
Requirements
- 5+ years’ experience in client-facing role, involving support of SaaS or professional web-based solutions
- Must have work from home experience
- Ability to recognize gaps in their own knowledge and seek instruction
- Keen attention to detail
- Strong written and verbal communication skills
- Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
- Superb personal organizational skills to ensure all client commitments are met
- Ability to empathize with and advocate for our customers
- Ability to quickly learn new concepts and teach others
- Strong interest in technology
- Interest in intellectual property or law generally
- Excellent problem-solving skills
Benefits
- Flexible vacation
- Remote work options
- Healthcare coverage
- Opportunity to determine your own growth path
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaSweb-based solutionsplatform training
Soft skills
client advocacycommunication skillsattention to detailorganizational skillsproblem-solving skillsability to juggle multiple projectsempathyability to learn quicklyability to teach others
