Customer Support

• Respond to inbound Zendesk tickets and live chat inquiries from law firm clients during off-hours (U.S. and Asia coverage)
• Troubleshoot basic platform issues or user confusion, including document upload errors and account access
• Reference and interpret the company’s internal 100-page guidebook to deliver accurate and helpful support
• Escalate complex issues internally and follow through until resolved
• Design, draft, and implement SOPs for CSR workflows, ticket handling, escalation paths, and resolution standards
• Tag recurring issues for process improvements or documentation updates
• Participate in QA/bug testing when new product iterations are released to flag potential customer-impacting issues before launch.
• Assist with ad-hoc admin tasks, including guidebook updates, FAQ documentation, and internal support coordination

Customer Support Executive – US-Legal Tech

Customer Support Specialist

Business Development Support Specialist – Real Estate

Customer Service and Sales Representative

Support Specialist

Virtual Assistant, Customer Service Representative