Customer Support Specialist, APAC

Jobtailor

Australia

On-site

AUD 60,000 - 80,000

Full time

10 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.

Skills

Customer Focus

Technical Troubleshooting

Verbal Communication

SaaS Applications

Zendesk

Tools

Zendesk

Clio

Web-Based Apps

Job description

Handle a high volume of inbound requests by phone, chat, and email
Become an expert in Clio’s features and functionality and communicate the additional value Clio provides
Troubleshoot technical product issues, reproduce issues, and coordinate resolutions with Technical Escalations, Product, and Customer Success teams
Handle varied inquiries, provide guidance and needs-based solutions, and proactively identify customers’ next challenges
Coach users to leverage self-serve resources and group training opportunities
Identify customers suited for additional products or services and connect them with the appropriate team
Capture product feedback for the Product team
Own personal development and career growth

Requirements

Confidence in connecting with a wide range of people and working with customers of all skill levels and personality types
Excitement about finding new and complex problems to solve
Tech-savviness and excitement to learn new platforms
Strong verbal communication skills and ability to express yourself clearly, concisely, and empathetically
Patience, compassion, and understanding
Curiosity to continuously improve and learn
Ability to multitask and prioritize in a fast-paced environment
Excellent writing skills and professional tone with little to no grammatical or spelling errors
Self-driven attitude and willingness to take initiative to grow skills
Fun, outgoing, and engaging personality with ability to work as a cohesive team
Customer focus and eagerness to build a career helping clients succeed
Experience with web-based/SaaS applications
Familiarity with Zendesk or similar CRM software
Familiarity with legal or other professional service industries
Flexibility and openness to evening and night shifts
Proficiency in Google Suite and Microsoft Office
Proficiency in Windows and/or Mac operating environments

Core Competencies

Demonstrates expertise in Clio’s features and functionality while effectively troubleshooting technical issues and providing needs-based solutions. Excels in customer communication, multitasking, and leveraging web-based applications to enhance client success.

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