Enterprise Support Specialist, APAC – Legal AI Platform

Themis Solutions (Australia) Pty Ltd; Sydney; Hybrid; AUD 78,000 - 105,000; Full time

Benefits offered by this job

Health benefits

Hybrid work twice weekly in Sydney

20 days off per year

Clioversary recognition

Job summary

Clio is seeking an Intermediate Customer Support Specialist to join the APAC Enterprise Support team. You will be the first point of contact for enterprise customers using Clio Operate, helping them maximize value and resolve issues quickly.

You'll work with second-line support, product and engineering teams, triaging tickets, maintaining high first-contact resolution, and contributing to service desk improvements as Clio scales in the APAC region.

Qualifications

• 2+ years in customer support, preferably B2B SaaS or enterprise software.
• Strong troubleshooting and root-cause analysis skills.
• Excellent written and verbal communication.
• Experience with Jira Service Management, Zendesk, Freshdesk or ServiceNow.
• Customer-first mindset with calm under pressure.
• Strong organizational and multitasking abilities.
• Experience supporting enterprise customers is a bonus.
• Familiarity with ITIL or service desk best practices.
• Knowledge of logs, APIs, or integrations is a plus.
• Experience with legal tech or professional services is a plus.

Responsibilities

• Build and maintain strong relationships with enterprise customers.
• Provide timely responses with proactive updates on tickets.
• Explain technical information clearly to users at all levels.
• Manage customer expectations with empathy.
• Perform first-line triage to identify needs.
• Maintain a high first-fix rate with minimal escalations.
• Stay updated on new features to guide customers.
• Triage and analyse incoming tickets and escalate when needed.
• Meet service levels and response times.
• Keep detailed records in the ticketing system.

Skills

Customer support

B2B SaaS experience

Troubleshooting

Communication skills

Ticketing systems (Zendesk/Freshdesk/…

Tools

Zendesk

Freshdesk

ServiceNow

Jira Service Management

Job description

Clio is seeking an Intermediate Customer Support Specialist to join the APAC Enterprise Support team. You will be the first point of contact for enterprise customers using Clio Operate, helping them maximize value and resolve issues quickly.

You'll work with second-line support, product and engineering teams, triaging tickets, maintaining high first-contact resolution, and contributing to service desk improvements as Clio scales in the APAC region.