Hybrid Enterprise SaaS Support Specialist

Themis Solutions Inc.; Toronto; Hybrid; CAD 61,000 - 84,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work environment

Flexible time off

Counseling benefit

RRSP matching and RESP contribution

Clioversary program

Job summary

Clio is seeking a Customer Support Specialist to join our global team, providing reliable technical support for the Clio Operate platform (ShareDo). You will review tickets, meet SLAs, and collaborate with internal teams to resolve issues quickly while delivering an outstanding customer experience.

You will triage, guide platform usage, escalate complex problems when needed, and drive continuous process improvements by analyzing tickets, trends, and recurring issues to optimise Service Desk

Qualifications

• Bachelor’s degree or diploma in Computer Science, Business, Communications, or related field with transferable skills.
• Strong customer service mindset and willingness to go the extra mile.
• Exemplary communication skills across both written and verbal interactions.
• Previous experience in a customer facing technical support role.
• Prior experience of working with cloud-based software or Azure hosted applications.
• Working knowledge of Microsoft SQL could be an advantage.
• Although not essential, previous experience of working within the legal industry could be beneficial.

Responsibilities

• Review and resolve incoming support tickets within SLAs.
• Troubleshoot technical issues and guide customers on platform usage.
• Escalate complex problems when necessary.
• Identify trends from tickets and aid process improvements.
• Coordinate with internal teams to ensure timely resolutions.
• Provide updates to customers on ticket status.

Skills

Customer Support

Communication skills

Technical troubleshooting

Azure

Microsoft SQL

Education

Bachelor’s degree or diploma in Computer Science, Business, Communications, or related field

Tools

Azure

Microsoft SQL

Job description

Clio is seeking a Customer Support Specialist to join our global team, providing reliable technical support for the Clio Operate platform (ShareDo). You will review tickets, meet SLAs, and collaborate with internal teams to resolve issues quickly while delivering an outstanding customer experience.

You will triage, guide platform usage, escalate complex problems when needed, and drive continuous process improvements by analyzing tickets, trends, and recurring issues to optimise Service Desk