Rubris Inc.

Client Support Associate

Rubris Inc.

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Provide timeline and professional support to customers through multiple channels (email, ticketing system, phone)
  • Troubleshoot software-related issues, guide users through steps to resolve problems, and escalate more complex issues to higher-level support when necessary
  • Assist customers with onboarding, product setup, and usage guidance, ensuring a smooth client experience
  • Resolve user questions and issues by using your knowledge of the system or escalating the user ticket to one of our product teams for resolution
  • Diagnose and resolve common issues related to software functionality and performance
  • Work closely with our technical teams to stay current on product updates, new features, and common troubleshooting steps
  • Provide clear instructions and documentation to users to help them resolve issues independently when applicable
  • Contribute to the development and maintenance of our internal knowledge base and client-facing documents
  • Assist in maintaining support documentation is accurate, up-to-date, and easy to understand
  • Create, track, and manage tickets in the support system, ensuring timely follow-up and resolution
  • Help prioritize tickets based on urgency, escalating issues appropriately to maintain service level agreements (SLAs)
  • Participate in team meetings to discuss trends, best practices, and areas for improvement as it relates to both our help desk process and software
  • Collect and document feedback from clients to help identify common issues, feature requests, or potential improvements in the product or support processes
  • Act as a brand ambassador for our company, ensuring every interaction reflects our values and mission statement
  • Ensuring our customers feel heard and valued by fostering a positive and empathetic interaction
  • Proactively manage and reduce customer wait times, ensuring efficient ticket resolutions
  • Work within internal SLAs and KPIs by resolving issues within the required time frames

Requirements

  • Excellent communicating, listening and documenting skills
  • Ability to solve problems and make people feel heard, understood, and that you care
  • Often seen as a culture carrier and brand ambassador who takes pride in being part of the company
  • Intellectual curiosity – driven to learn all aspects of your role and how it impacts our clients
  • Comfortable working both independently and remotely, but also excited about collaborating with team members within and across departments
  • Experience with Freshdesk, Zendesk, or other commonly used support software
  • Strong attention to detail and commitment to accuracy
  • Love of effective communication, both via written responses/emails to respond to ticket and Teams chats and video for internal calls
  • Bachelor’s degree or equivalent work experience in help desk, customer support, user experience, or retail
  • Experience with law firms, legal tech, or software/platform user experience or support a plus
Benefits
  • 100% remote work (MacBook Pro provided)
  • Fully paid premiums for employee medical, dental, and vision insurance
  • Annual paid time off (PTO) plus 11 paid holidays
  • 401(k) plan with employer contribution that is 100% vested
  • Opportunities to advance, develop, and make an impact as part of a growing company
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingsoftware functionalityticket managementdocumentationcustomer onboardingissue resolutionknowledge base maintenanceservice level agreementsKPI managementproblem-solving
Soft Skills
communicationlisteningempathyattention to detailintellectual curiositycollaborationcustomer servicebrand ambassadorshipindependenceculture carrier
Certifications
Bachelor’s degree