Experienced Customer Support Specialist for Cloud-Based Legal Technology 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 legal practice. Our world-class platforms, including PracticePanther, Bill4Time, MerusCase, and LollyLaw, along with payments and accounting solutions powered by Headnote and TrustBooks, empower lawyers across various practice areas, geographies, and business needs.

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 top-notch support via phone, chat, and email, ensuring that our clients receive the assistance they need to successfully utilize our legal technology solutions.

Key Responsibilities

• Provide high-level support to clients through various channels, including phone, chat, and email, to resolve their inquiries and issues in a timely manner.
• 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, serving as the voice of our customer to mitigate client requests and issues professionally.
• Work collaboratively with different departments, including our product and development teams, to ensure that client feedback is relayed and incorporated into our product roadmap.
• Utilize the latest cloud support systems, such as Intercom, Salesforce, JIRA, and G Suite, to manage client interactions and resolve issues efficiently.
• Perform other duties as assigned, demonstrating your flexibility and willingness to adapt to the evolving needs of our clients and organization.

Work Schedule

As a Customer Support Specialist at blithequark, you will be expected to work a standard schedule of 10 am – 7 pm EST, 9 am – 6 pm CST, or 7 am – 4 pm PST, ensuring that our clients receive timely support during our business hours.

Qualifications and Skills

To be successful in this role, you should possess the following qualifications and skills:

• At least 2+ years of customer support experience, preferably in a SaaS environment.
• Knowledge of the legal industry is advantageous, although not required.
• Familiarity with cloud support systems, such as Salesforce, Intercom, JIRA, and G Suite.
• Excellent verbal and written communication skills, with the ability to discuss technically detailed processes and integrations with clients who are both tech-savvy and non-technical.
• Strong interpersonal skills, with the ability to work collaboratively with different departments and establish strong customer relationships.
• Data-driven individual with a strong analytical mindset and problem-solving skills.
• Self-motivated, diligent, and able to inspire others, with a strong work ethic and commitment to delivering exceptional customer support.
• Organized, detail-oriented, and able to manage multiple tasks and priorities in a fast-paced environment.

Ideal Candidate Profile

The ideal candidate for this role is a patient, empathetic, and highly skilled customer support professional with a passion for delivering exceptional client experiences. You should be comfortable with technology, enjoy learning new software, and be able to handle escalated customer issues with ease. As a strong communicator, you should be able to articulate complex technical concepts in a clear and concise manner, both verbally and in writing.

Why Join blithequark?

At blithequark, we offer a unique opportunity to join a fast-paced, ambitious, and unified team that is committed to building the best legal technology products in the world. As a member of our team, you will be empowered to make a meaningful impact on the legal industry, working with a talented group of professionals who share your passion for innovation and customer satisfaction.

Benefits and Perks

We offer a comprehensive range of benefits and perks, including:

• Competitive salary and bonus structure.
• Paid vacation, sick, and parental leave, ensuring a healthy work-life balance.
• Remote working flexibility, with a budget for home office improvements to ensure your comfort and productivity.
• 100% paid PPO medical, vision, and dental insurance, 401k matching, and equity grants, demonstrating our commitment to your well-being and financial security.
• Bi-annual company retreats and regular team-building activities, both physically and virtually, to foster a sense of community and camaraderie.
• A company culture that encourages work-life balance, flexibility, and open communication, ensuring that you feel valued, supported, and empowered to succeed.

Conclusion

If you are a motivated, customer-focused, and technically skilled professional looking for a challenging and rewarding role, we encourage you to apply for the Customer Support Specialist position at blithequark. As a member of our team, you will have the opportunity to make a meaningful impact on the legal industry, working with a talented group of professionals who share your passion for innovation and customer satisfaction. Apply now to join our dynamic team and take the first step towards an exciting and fulfilling career with blithequark!