Customer Support Specialist

Alt Legal, Inc.; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

Join a dynamic and inclusive team at a fast-growing SaaS-based legal technology company. As a Customer Support Specialist, you will be the first point of contact for customers, guiding them through our innovative software solutions. This role offers the chance to engage with clients, resolve issues, and contribute to product enhancements while working in a supportive and collaborative virtual environment. With a commitment to professional growth and a focus on customer satisfaction, this position is perfect for those who thrive on helping others and enjoy a fast-paced, technology-driven workplace. Embrace the opportunity to make a meaningful impact in a company that values diversity and creativity.

Benefits

Flexible vacation

Remote work options

Healthcare coverage

Growth path opportunities

Qualifications

• 4+ years in a client-facing role supporting SaaS solutions.
• Intermediate knowledge of MS Office and Google programs.

Responsibilities

• Act as first point of contact for customer inquiries via chat, email, and phone.
• Resolve customer issues and escalate when necessary.

Skills

Customer Support

Problem-solving skills

Communication skills

Attention to detail

Organizational skills

Ability to manage priorities

Empathy

Adaptability

Technology interest

Client advocacy

Tools

MS Office

Google Sheets

Job description

We are looking to add a Customer Support Specialist to our growing team. You can find more information below!

Customer Support Specialist at Alt Legal (Remote)

Location: Remote

The Company:

Alt Legal is a fast-growing SaaS-based legal technology company focused on making trademark professionals’ lives easier. Our intuitive and automated software helps IP professionals create, maintain, and analyze trademarks and other IP assets. Leading law firms and Fortune 100 companies trust our software to manage hundreds of thousands of filings daily.

We are a diverse and multi-talented virtual team. We thrive in a collaborative, open, positive environment, and we care about our mission, customers, prospects, each other, and the broader community. We are committed to ensuring that everyone on the team can grow by being around equally exceptional and kind people.

Alt Legal is a customer-centric organization that prides itself on our customer support and responsiveness.

Job Description

Reporting to the Director of Customer Support, the Customer Support Specialist role will be responsible for interacting with customers and executing a range of external and internal requests.

As the first point of contact for customers through our multiple channels of communication (live chat, email, and phone), you will be helping customers solve their problems and navigate our software. You will also regularly train new customers as well as existing ones to ensure that they are getting the most out of our software.

Your specific responsibilities:

1. Act as a first point of contact for all day-to-day questions received via Alt Legal’s support email, live chat, and phone line.
2. Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer’s satisfaction in a timely and careful manner.
3. Escalate system-wide issues to the product team and ensure issues are communicated to relevant internal teams.
4. Look for commonalities in client questions and proactively provide input to the Customer Success and Product Teams to enhance training materials and documentation, as well as to enhance the product.
5. Provide platform training to key stakeholders and end-users, connecting the value of Alt Legal to client initiatives.
6. Work directly with clients advising them on how to best leverage Alt Legal in coordination with the relevant Customer Success Manager.
7. Work to understand key client use cases and attributes in order to provide context-driven responses and training.
8. Provide exceptional service to clients in order to help support the Customer Success team’s goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health.
9. Stay current with system changes and updates.
10. Act as the client advocate, working cross-departmentally with internal teams to successfully resolve client concerns and questions.

What we’d like to see in the ideal candidate:

1. 4+ years’ experience in client-facing role, involving support of SaaS or professional web-based solutions
2. 2+ years’ Work-from-Home Experience
3. Intermediate knowledge of MS Office and Google programs, particularly Excel and Google Sheets
4. Ability to recognize gaps in their own knowledge and seek instruction
5. Keen attention to detail
6. Strong written and verbal communication skills
7. Ability to manage multiple and sometimes conflicting priorities
8. Ability to think on your feet and switch gears easily
9. Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
10. Superb personal organizational skills to ensure all client commitments are met
11. Ability to empathize with and advocate for our customers
12. Ability to quickly learn new concepts and teach others
13. Strong interest in technology
14. Excellent problem-solving skills
15. Good sense of humor

What you get:

Alt Legal offers a collaborative and challenging work environment and the opportunity to be part of a growing company. We're a team of intellectually curious individuals who love learning and developing new skills. Our company was founded on the belief that a team with diverse backgrounds and identities will have the greatest range of experiences, the best selection of ideas, and the most inclusive and supportive culture.

We also offer all employees a variety of perks such as flexible vacation, remote work options, healthcare coverage, and the opportunity to determine your own growth path.

We are LGBTQ+ friendly and encourage all candidates to apply.

How to apply:

If you’re interested, you should submit your application via our web portal, with a resume in PDF, along with a cover letter explaining your specific interest in this role and why you'd like to join the Alt Legal team. Please also include a sample email where you're explaining to a customer how to favorite/bookmark your favorite website In Chrome.

Our applications are still reviewed by humans! Please pardon any delayed responses.