Technical Support Specialist & Product Advocate

Everlaw; New York (NY); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Pension plan

Family leave

Paid holidays & holiday accruals

Learning stipend

Volunteer hours

Team events

Job summary

Everlaw is seeking a Customer Support professional in New York to help clients understand product features and resolve technical issues. You will work with teammates across the support organization, troubleshoot complex tickets, and complete product certification training to build platform expertise.

In this role you will partner with Product and Engineering to share user insights and contribute to ongoing product improvements, while participating in quarterly reviews to map growth and career

Qualifications

• 2+ years of customer service experience in a software company or similar customer-facing role.
• Ability to communicate clearly with customers via phone and email.
• Strong collaboration with Product and Engineering teams.

Responsibilities

• Deliver customer support via phone and email to help clients understand product functionality and resolve technical issues.
• Troubleshoot complex client tickets using egoless communication and collaborate with teammates across the support organization.
• Complete training modules to earn product certification and build subject matter expertise across the platform.
• Partner with Product and Engineering teams to share user insights and drive continuous product improvements.
• Participate in quarterly performance and development meetings with your manager to build growth pathways and career goals.

Skills

Verbal communication

Written communication

Cross-functional collaboration

Customer service

Tools

Zendesk

Salesforce

Google Workspace

Job description

Everlaw is seeking a Customer Support professional in New York to help clients understand product features and resolve technical issues. You will work with teammates across the support organization, troubleshoot complex tickets, and complete product certification training to build platform expertise.

In this role you will partner with Product and Engineering to share user insights and contribute to ongoing product improvements, while participating in quarterly reviews to map growth and career