Customer Support Specialist
Clio - Cloud-Based Legal Technology
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
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Salary
💰 A$62,600 - A$84,800 per year
About the role
- 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
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
- 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
Benefits
- Competitive, equitable salary (exclusive of superannuation)
- Top-tier health benefits
- Hybrid work environment, with expectation for local Clions to be in office min. twice per week
- Flexible time off policy, with an encouraged 20 days off per year
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
analytical skillstroubleshootingtechnical product issuescustomer serviceproblem solvingmulti-taskingtraining solutionsfeedback captureknowledge base management
Soft skills
verbal communicationwritten communicationcuriositygrowth mindsetoptimismenthusiasmteam collaborationleadershipcoaching
Certifications
Bachelor’s degree