APAC SaaS Support Specialist - Tech Troubleshooter

Jobtailor

Australia

On-site

AUD 60,000 - 80,000

Full time

13 days ago

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Job summary

Clio is seeking a customer success professional in Australia to handle a high volume of inbound inquiries via phone, chat, and email. You will become an expert in Clio’s features and opportunities, troubleshoot issues, and coordinate resolutions with Product and Customer Success teams.

You will guide customers to self-serve options and identify needs-based solutions, while coaching others in group trainings.

Qualifications

Must be able to connect with a wide range of people and adapt to various skill levels.
Excited by solving complex problems and learning new platforms.
Tech-savvy with willingness to learn new SaaS tools and features.
Strong written and verbal communication, with professional tone and clarity.
Familiar with Zendesk or similar CRM platforms and with legal or professional services industries.

Responsibilities

Handle a high volume of inbound requests by phone, chat, and email.
Become an expert in Clio’s features and communicate the value it provides.
Troubleshoot technical product issues, reproduce issues, and coordinate resolutions with escalations and product teams.
Provide guidance and needs-based solutions, identify customers’ next challenges.
Coach users to use self-serve resources and group training opportunities.
Identify customers for additional products/services and connect with the appropriate team.
Capture product feedback for the Product team.
Own personal development and career growth.