Intermediate Customer Support Specialist

Clio; Vancouver; Hybrid; CAD 55,000 - 70,000; Full time

Job summary

A leading SaaS company in Canada is seeking an Intermediate Customer Support Specialist to join their Customer Support Team. The role involves handling inbound customer requests, resolving issues, and mentoring new hires. Candidates should have experience with SaaS applications and a strong customer focus. This position offers a competitive salary and a hybrid work environment with in-office expectations for local employees.

Benefits

Competitive salary and benefits

Hybrid work environment

Flexible time off policy

Counseling benefit

RRSP matching and RESP contribution

Clioversary recognition program

Qualifications

• Strong customer focus and eagerness to help customers succeed.
• Experience with web-based / SaaS applications.
• Experience in Legal or other professional service industries.
• Familiarity with Salesforce or similar CRM software.
• Proficiency in Google Suite, Microsoft Office, and operating systems like Windows or Mac.

Responsibilities

• Handling inbound requests via phone, chat, and email while maintaining high customer satisfaction scores.
• Mastering Clio products to proactively solve customer challenges.
• Troubleshooting and resolving technical issues with Product and Customer Success teams.
• Mentoring new hires to ensure proficiency with Clio values and workflows.
• Partnering with support teams to develop knowledge resources and training.

Skills

Strong customer focus

Experience with web-based / SaaS applications

Experience in Legal or other professional service industries

Familiarity with Salesforce or similar CRM software

Proficiency in Google Suite

Proficiency in Microsoft Office

Operating systems like Windows or Mac

Job description

Overview

Intermediate Customer Support Specialist role at Clio. Join to apply for the Intermediate Customer Support Specialist role at Clio. We are seeking an Intermediate Customer Support Specialist to join our Customer Support Team in our Burnaby, Calgary or Toronto offices.

Responsibilities

• Handling inbound requests via phone, chat, and email while maintaining high customer satisfaction scores and meeting performance standards.
• Mastering the Clio products, including core platforms and AI-powered solutions, to proactively solve customer challenges.
• Effectively using call and chat control and de-escalation techniques to handle difficult situations.
• Troubleshooting and resolving issues with Technical Escalations, Product, and Customer Success teams, including root cause analysis and workarounds.
• Sharing knowledge with peers through coaching and consultations.
• Mentoring new hires to ensure proficiency with Clio values, product, and workflows.
• Promoting self-help resources and driving client engagement.
• Making proactive recommendations of additional Clio products that could benefit the customer.
• Capturing product feedback and staying updated on new releases to maintain expertise, including AI developments.
• Contributing to projects that enhance processes, service delivery, and team culture.
• Partnering with Support Leadership, Enablement, and Technical Escalation teams to develop knowledge resources and training for new AI tools.

Qualifications

• A strong customer focus and eagerness to help customers succeed.
• Experience with web-based / SaaS applications.
• Experience in Legal or other professional service industries.
• Familiarity with Salesforce or similar CRM software.
• Proficiency in Google Suite, Microsoft Office, and operating systems like Windows or Mac.

Compensation and Benefits

Compensation is part of Clio’s Total Rewards Program. Highlights include :

• Competitive, equitable salary with comprehensive health, dental, and vision benefits.
• Hybrid work environment with in-office expectations for local Clions to be in the office a minimum of 2 days per week on 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 at 3, 5, 7, and 10 years.

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

We value diverse perspectives and are committed to equal employment opportunities. We provide accessibility accommodations during the recruitment process. Learn more about our culture at clio.com / careers.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.

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