Experienced Customer Support Specialist for Cloud-Based Legal Technology Solutions – Remote Opportunity with blithequark

Introduction to blithequark Imagine being part of a dynamic team that is revolutionizing the legal industry through innovative technology solutions. At blithequark, we are dedicated to empowering lawyers and law firms worldwide with our cutting-edge legal practice management platforms and tools. With a global presence and a commitment to excellence, we are seeking an exceptional Customer Support Specialist to join our remote team. As a key member of our customer support team, you will play a vital role in ensuring our clients receive top-notch assistance, resolving their inquiries in a timely and professional manner. Job Overview In this critical role, you will be responsible for communicating with clients to resolve inquiries, answer questions, identify and resolve issues, and provide feedback to our product and development teams. Your exceptional communication skills, patience, and empathy will enable you to establish strong customer relationships, improve client retention, and diagnose bugs. You will be the voice of our customer, mitigating client requests and issues professionally and efficiently. Key Responsibilities: Provide high-level support to clients via phone, chat, and email, ensuring timely and effective resolution of their inquiries and issues. Identify and resolve client issues and concerns, escalating complex problems to senior team members or other departments as needed. Establish and maintain strong customer relationships, improving client retention and satisfaction through exceptional service and support. Diagnose bugs and technical issues, communicating customer issues and requests to the development team to ensure prompt resolution. Work with the latest cloud support systems, including Intercom, Salesforce, JIRA, and other tools to manage customer interactions and issues. Collaborate with cross-functional teams, including product, development, and sales, to ensure seamless communication and effective issue resolution. Perform other duties as assigned, contributing to the continuous improvement of our customer support processes and services. Work Schedule and Requirements This is a remote opportunity, and you will be expected to work from 10 am – 7 pm EST (9 am – 6 pm CST / 7 am – 4 pm PST). You must have a reliable internet connection, a dedicated workspace, and the ability to work independently with minimal supervision. Qualifications and Skills To be successful in this role, you should have: At least 2+ years of customer support experience, preferably in a SaaS environment or the legal industry. Knowledge of cloud support systems, such as Intercom, Salesforce, JIRA, and G Suite. Excellent communication, interpersonal, and problem-solving skills, with the ability to work collaboratively with different departments. A data-driven approach, with strong analytical and organizational skills to manage multiple tasks and priorities. Comfort with technology and the ability to learn new software and systems quickly. Patience, empathy, and a customer-centric approach, with a strong desire to provide exceptional support and service. Preferred Qualifications: Experience in the legal industry or a related field, with knowledge of legal practice management software and solutions. Familiarity with agile development methodologies and version control systems. Certification in customer support or a related field, such as ITIL or HDI. Why Join blithequark? At blithequark, we offer a unique opportunity to be part of a fast-paced, ambitious, and unified team that is shaping the future of legal technology. Our suite of legal practice software solutions empowers lawyers and law firms worldwide, and we are committed to building the best legal technology products in the world. By joining our team, you will: Be part of a dynamic and innovative company that is revolutionizing the legal industry. Have the opportunity to work with cutting-edge technology and collaborate with a talented team of professionals. Enjoy a competitive salary, paid vacation, sick and parental leave, and remote working flexibility. Benefit from a budget for home office improvements, 100% paid PPO medical, vision, and dental insurance, 401k matching, and equity grants. Participate in bi-annual company retreats and other fun activities that bring our team together, both physically and virtually. Company Culture and Values At blithequark, we value innovation, collaboration, and customer satisfaction. We believe in empowering our employees to take ownership of their work, providing opportunities for growth and development, and fostering a culture of openness, transparency, and feedback. Our company culture is built on the principles of: Customer-centricity: We put our customers at the heart of everything we do, striving to provide exceptional service and support. Innovation: We encourage creativity, experimentation, and continuous learning, embracing new ideas and technologies that can help us improve and grow. Collaboration: We believe in the power of teamwork, fostering a culture of cooperation, mutual respect, and open communication. Integrity: We operate with honesty, transparency, and ethics, adhering to the highest standards of integrity and professionalism. Conclusion If you are a motivated, customer-focused, and tech-savvy individual who is passionate about delivering exceptional support and service, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Support Specialist, you will play a vital role in shaping the customer experience, driving growth, and contributing to the success of our company. Don't miss this chance to be part of a dynamic and innovative team that is revolutionizing the legal industry – apply now and take the first step towards an exciting and rewarding career with blithequark! Apply for this job