Customer Support Specialist

Clio - Cloud-Based Legal Technology; Vancouver; Hybrid; CAD 55,000; Full time

Job summary

Join a dynamic team as a Customer Support Specialist at a leading legal technology firm. In this full-time role, you will provide exceptional customer service, troubleshoot technical issues, and become an expert in Clio's innovative products. Enjoy a flexible work schedule and a supportive environment that values diversity and inclusion. This is an exciting opportunity to make a meaningful impact in the legal industry while growing your career in a fast-paced and engaging atmosphere. If you're passionate about helping clients succeed and thrive in a collaborative team, this role is perfect for you.

Benefits

Top-tier health benefits

Dental and vision insurance

Flexible time off policy

$2000 annual counseling benefit

RRSP matching

Clioversary recognition program

Qualifications

• Strong verbal and writing skills with a focus on customer service.
• Ability to troubleshoot technical issues and provide solutions.

Responsibilities

• Handle inbound requests via phone, chat, and email.
• Become an expert in Clio’s features and troubleshoot product issues.

Skills

Customer Service

Technical Troubleshooting

Verbal Communication

Writing Skills

Multitasking

Problem Solving

Empathy

Tools

Zendesk

Google Suite

Microsoft Office

Job description

Customer Support Specialist page is loaded

Customer Support Specialist

Apply locations: Vancouver, Toronto

Time type: Full time

Posted on: Posted 2 Days Ago

Job requisition id: BF-REQ-2806

Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are currently seeking a Customer Support Specialist to join our Customer Support Team in our Burnaby or Toronto hub offices.

What your team does:

This team is high energy and fast-paced, and while our number one goal is to provide an effortless customer experience (fast, high-quality answers to any question), we are also hyper-focused on sharing the value of Clio products with our customers. Our team members are smart, engaged, resourceful, and driven. They thrive as a team, approach situations with optimism and a solutions-oriented, human-centered mindset to help each other and help our customers win. We intentionally foster a unique contact center culture built on empowerment and accountability by hiring great people and getting out of their way.

Working Hours:

This is a full-time, permanent position. Our Customer Support Specialists work with a flex shift model; this means you will be given a 90-minute window in which your shifts will start and end. The start time may change day to day within that window; however, you will always know your shifts two weeks in advance.

For example, if your flex shift is 9-10:30am PT, you will never start before 9am PT or later than 10:30am PT, and will work an 8-hour shift from that start time. Our shift requirements for new hires change regularly to meet business needs, but could start as early as 6am PT and end as late as 12am PT. Your Talent Acquisition Specialist will explain more should you connect with them.

What you'll work on:

• Handling a high volume of inbound requests by phone, chat, and email with a focus on making the customer experience as effortless as possible;
• Becoming an expert in all of Clio’s features and functionality with the ability to speak to the additional value that Clio provides;
• Methodically troubleshooting technical product issues, reproducing, and coordinating resolutions with our Technical Escalations, Product, and Customer Success teams;
• Confidently handling a wide variety of inquiries, providing guidance, needs-based solutions, and proactively identifying the customer's next challenge to help them get the most out of working with Clio;
• Coaching our users to leverage self-serve resources and group training opportunities;
• Identifying when a customer is a fit for additional products or services, and connecting them with the appropriate team to discuss options further;
• Capturing feedback on the product for use by our Product team;
• Owning your own development and career growth to get better every day!

What you bring:

• Confidence in your ability to connect with a wide range of people and love for working with customers of all skill levels and personality types;
• Excitement about finding new and complex problems to solve;
• Tech-savviness and excitement to dive into learning new platforms;
• Strong verbal communication skills, ability to express yourself in a clear, concise, and empathetic manner;
• Patience, compassion, and understanding;
• Curiosity to strive to continuously improve and learn;
• Ability to thrive at multitasking and prioritizing in a fast-paced environment;
• Excellent writing skills, and the ability to write in a professional tone with little to no grammatical or spelling errors;
• Self-driven attitude and willing to take initiative to grow your skills;
• Fun, outgoing, and engaging personality - and love to work as a cohesive team.

Serious bonus points if you:

• Have customer focus at your core and are eager to make a career out of helping clients be successful;
• Have experience working with web-based/SaaS applications;
• Are familiar with Zendesk or similar CRM software;
• Are familiar with Legal or other professional service industries;
• Are flexible and open to working evening and night shifts;
• Are proficient in Google Suite and Microsoft Office;
• Are proficient in Windows and/or Mac operating environments.

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance;
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office minimum 2 days per week on our Anchor Days;
• Flexible time off policy, with an encouraged 20 days off per year;
• $2000 annual counseling benefit;
• RRSP matching and RESP contribution;
• Clioversary recognition program with special acknowledgment at 3, 5, 7, and 10 years.

The expected new hire base pay for this role is $55,000 CAD.

Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity, and inclusion. We pride ourselves on building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers.

At Clio, we are on a mission to transform the legal experience for all. As the world's leading provider of cloud-based legal software, we provide lawyers with low-barrier, affordable solutions to manage and grow their firms more effectively, more profitably, and with better client experiences. Through the cloud, we believe that we can help create a more inclusive legal community and a more equitable legal system.

This is a historic moment in the growth of legal technology! As the first legal practice management unicorn globally, and one of only a handful of Canadian unicorns, this is only the beginning.

If you’ve ever wanted to do the best work of your career, while having a meaningful impact in the lives of others, then Clio is the place for you.