Customer Support Specialist

About the Opportunity

Empathy Talent is searching for a Customer Support Helpdesk Specialist to join a top Mid-Market within the Legal Technology sector. In this role, you will act as the first point of contact, ensuring clients maximize the value of their software while providing world-class troubleshooting and technical support.

The Role

Working with a leading legal tech company, you will deliver exceptional customer experiences and ensure clients maximize the value of their software. As the first point of contact, you will act as the friendly voice answering questions about products and services while providing top-notch customer, troubleshooting, and technical support.

Position & Logistics Setup

This is a Permanent position based in the United States operating on a Remote basis within PST or MST timezones (you must be based within one of these). This role operates in a professional remote office environment using standard office equipment, requiring constant operation of a computer and frequent communication with customers and co-workers.

Key Responsibilities

• Client Advocacy & Enablement: Develop a comprehensive understanding of the legal tech solutions, stay up to date with new features, and share this knowledge with law firms and legal professionals to optimize their experience.
• Systems & Tool Utilization: Learn and utilize client success tools, including Salesforce, Dialpad, and proprietary services, to track and update client orders.
• Technical Issue Resolution: Provide technical support to clients by troubleshooting software issues, answering inquiries, guiding them through product use, and tracking cases through to resolution or escalating as required.
• Feedback & Performance: Act as the voice of the customer by collecting feedback, suggestions, and pain points, while participating in performance meetings to track KPIs like average handling time and customer satisfaction.

Experience & Skills Required

• Customer Support Experience: 2-4 years of customer support (Phone, E-Mail, and Chat) experience, including internships (previous customer service and technical support experience for a software company is preferred).
• CRM Proficiency: Prior experience using a CRM, such as Salesforce or Zendesk, is preferred.
• Technical & Computer Aptitude: Proficient in computers and technology, with the ability to quickly learn, navigate, and explain software, websites, and Microsoft Office products.
• Troubleshooting Skills: Strong troubleshooting skills, utilizing available tools and resources to resolve issues with high accuracy.
• Domain Knowledge: Knowledge of the legal services industry is preferred.

Soft Skills & Ways of Working

• Communication Excellence: Excellent verbal and written communication skills across phone, chat, and email.
• Customer-Centric Mindset: Ability to remain patient, empathetic, and solution-oriented when assisting customers.
• Collaborative Approach: Strong capability to work collaboratively and cross-functionally with different departments.

Why Join This Project?

• Legal Tech Industry Presence: Work with an established Mid-Market leader delivering specialized solutions directly to law firms and legal professionals.
• Direct Client Impact: Take full ownership of the customer support lifecycle, acting as the primary advocate and direct "voice of the customer" to shape future product features.
• Professional Toolset Mastery: Gain hands-on experience and proficiency with enterprise-grade customer success systems like Salesforce and Dialpad.