Client Relations & Support Analyst (PT)

Relx Plc; Texas; Hybrid; USD 45,000 - 74,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

Employee Share Purchase Plan

Headspace app subscription

Time-off programs

Disability & Life Insurance

Surrogacy benefits

Job summary

Lex Machina is seeking a Client Relations Specialist to assist users, answer questions, and guide them through Lex Machina’s product. You will become an expert user and provide training and solutions primarily via email, with live chat and some calls, supporting customers across Pacific Time.

You will escalate issues to product teams, gather insights, and contribute to improving customer experience, while collaborating with internal teams. A professional, patient approach is required.

Qualifications

• Experience in a professional environment.
• Experience as attorney or in the legal field is required for this job.

Responsibilities

• Assisting users with questions ranging from basic product questions to complex legal inquiries.
• Becoming an expert user of Lex Machina and providing guidance and training to users.
• Providing solutions to ensure client satisfaction primarily via email, with some live chat, and occasionally by telephone.
• Covering various support channels through close of business Pacific Time.
• Acting as a voice-of-the-customer to the Product Engineering Team.
• Escalating product bugs or data issues to the appropriate teams.
• Gathering and reporting on user insights, customer service trends, and product development suggestions and collaborating with internal teams to address feedback.
• Conducting occasional customer trainings on Lex Machina's basics

Skills

Customer focus

Communication

Time management

Patience under pressure

Multitasking

Professional demeanor

Tools

Microsoft Office

Google Apps

CRM systems

Job description

Lex Machina is seeking a Client Relations Specialist to assist users, answer questions, and guide them through Lex Machina’s product. You will become an expert user and provide training and solutions primarily via email, with live chat and some calls, supporting customers across Pacific Time.

You will escalate issues to product teams, gather insights, and contribute to improving customer experience, while collaborating with internal teams. A professional, patient approach is required.