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

Introduction to blithequark

At blithequark, we are revolutionizing the legal industry with our innovative suite of cloud-based software solutions designed to help lawyers manage, automate, and grow their firms. With a global presence spanning over 170 countries and more than 50,000 lawyers utilizing our products, we are committed to shifting the paradigm of how law is practiced. Our mission is to empower lawyers across the spectrum of practice areas, geographies, and business needs with our world-class all-in-one legal practice management platforms and payments and accounting solutions.

Job Overview

We are seeking an experienced and highly skilled Customer Support Specialist to join our team at blithequark. As a Customer Support Specialist, you will play a vital role in communicating with our clients to resolve inquiries in a timely and professional manner. Your primary objective will be to provide high-level support via phone, chat, and email, ensuring that our clients receive exceptional service and support. You will work closely with our clients to answer questions, identify and resolve issues, and relay feedback to our product and development teams, serving as the voice of our customer to mitigate client requests and issues.

Key Responsibilities

• Provide high-level support to clients via phone, chat, and email, ensuring timely and professional resolution of inquiries and issues.
• Identify and resolve client issues and concerns, establishing strong customer relationships and improving client retention.
• Diagnose bugs and communicate customer issues and requests to our development team, ensuring that our products meet the highest standards of quality and functionality.
• Work with the latest cloud support systems, including Intercom, Salesforce, JIRA, and G Suite, to deliver exceptional customer support and stay up-to-date with the latest technology trends.
• Collaborate with different departments, including product and development teams, to ensure that client feedback and issues are addressed promptly and effectively.
• Work hours will be 10 am – 7 pm EST/ 9 am – 6 pm CST/ 7 am – 4 pm PST, with flexibility to adjust to meet the needs of our global client base.

Qualifications and Skills

To be successful in this role, you should have:

• 2+ years of customer support experience, preferably in a SaaS environment or the legal industry.
• Knowledge of cloud-based support systems, including Intercom, Salesforce, JIRA, and G Suite.
• Excellent communication and interpersonal skills, with the ability to work collaboratively with different departments and communicate complex technical information to clients.
• A data-driven approach, with strong analytical and problem-solving skills.
• Ability to handle escalated customer issues, remaining calm and professional under pressure.
• Self-motivation, diligence, and a passion for delivering exceptional customer support.
• Strong organizational and time management skills, with the ability to manage multiple tasks and prioritize effectively.

Ideal Candidate Profile

The ideal candidate for this role will be:

• Patient, empathetic, and personable, with a strong passion for delivering exceptional customer support.
• A team player, with excellent interpersonal and communication skills.
• Comfortable with technology and eager to learn new software and systems.
• Able to discuss technically detailed processes and integrations with clients who are both tech-savvy and non-technical.
• Self-motivated, diligent, and able to inspire others with a positive and proactive approach.

Why Join blithequark?

At blithequark, we offer a unique and dynamic work environment that is fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world. Our company culture encourages work-life balance, with a range of benefits and perks designed to support your well-being and career growth. These include:

• Competitive salary and benefits package.
• Paid vacation, sick, and parental leave.
• Remote working flexibility and budget for home office improvements.
• 100% paid PPO medical, vision, and dental insurance, 401k matching, and equity grants.
• Bi-annual company retreats and regular team-building activities to bring our team together and celebrate our successes.

Career Growth and Development

At blithequark, we are committed to supporting the career growth and development of our team members. As a Customer Support Specialist, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program to ensure a smooth transition into the role.
• Ongoing training and support to develop your skills and knowledge in cloud-based support systems and the legal industry.
• Opportunities for career advancement and professional growth within the company.
• Regular feedback and coaching to help you achieve your goals and objectives.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional support, 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 helping us achieve our mission to empower lawyers and shift the paradigm of how law is practiced. With a competitive salary, comprehensive benefits package, and opportunities for career growth and development, this is an opportunity not to be missed. Apply now to take the first step in your journey with blithequark!