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Customer Support Specialist

MerusCase

United States

Remote

USD 40,000 - 45,000

Full time

3 days ago

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Job summary

Join a leading tech company as a Customer Support Specialist and empower firms to excel with MerusCase. You'll provide top-notch service, troubleshoot customer issues, and ensure client satisfaction through proactive communication and support.

Benefits

Paid vacation and sick leave

100% paid medical, dental, and vision insurance

401k matching

Equity grants

Flexible work-life balance

Qualifications

1-2 years of customer support experience.
Experience in the legal or consulting industry is advantageous.

Responsibilities

Support existing customers via chat, email, and phone.
Onboard new customers with training calls and check-ins.
Diagnose and troubleshoot client issues.

Skills

Problem solving

Communication

Initiative

Teamwork

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Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate, and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms - PracticePanther, Bill4Time, MerusCase, and LollyLaw - in addition to payments and accounting solutions powered by Headnote and TrustBooks,Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.

What is the role?

We have a reputation for excellent customer service. As a MerusCase Customer Support Specialist, you will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with MerusCase. Proactive, energetic, and self-driven, you will strive to understand our customers within the legal tech industry and work to be a trusted partner so that firms love and grow with MerusCase.

In this role, you will:

Support existing customers via chat, email, and phone
Diagnose and troubleshoot client issues
Onboard new customers with training calls and check-ins
Continuously acquire expertise in MerusCase features
Write and update help center materials
Work with various stakeholders to help them understand evolving client needs
Other duties as assigned

Qualifications

1-2 years of customer support experience
SaaS experience preferred
Strong initiative and creative problem solving
Strong communication skills and introspection to understand customer needs
Able to work well with a team and independently
Experience in the legal or consulting industry advantageous

Who is the ideal candidate?

You are a problem-solver and a go-getter who isn't afraid to dive into projects and get your hands dirty
You articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time
Ability to engage, influence, and inspire stakeholders to drive collaboration and alignment
Excellent with user-experience design principles and data analytics
Paid vacation + sick and parental leave
Remote working flexibility
Company culture that encourages work / life balance
100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants

Seniority level

Seniority level
Entry level

Employment type

Employment type
Full-time
Industries
Software Development

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