Join to apply for the Customer Support Specialist, APAC role at Clio - Cloud-Based Legal Technology
Clio is more than just a tech company–we are a global leader transforming the legal experience for all by bettering the lives of legal professionals and increasing access to justice.
Summary:
We are seeking a Customer Support Specialist to join our Customer Support Team in APAC. This remote role is based in the Sydney/New South Wales area of Australia.
What your team does:
This high-energy, fast-paced team aims to provide an effortless customer experience by offering fast, high-quality answers and sharing the value of Clio products. Our team members are smart, engaged, resourceful, and driven, living our values of teamwork, optimism, and solutions-oriented, human-centered mindset. We foster a culture of empowerment and accountability by hiring great people and supporting their growth.
What you'll work on:
Handling a high volume of inbound requests via phone, chat, and email, focusing on making the customer experience effortless;
Becoming an expert in Clio’s features and functionalities, and communicating the additional value provided;
Troubleshooting technical product issues, reproducing problems, and coordinating resolutions with technical, product, and customer success teams;
Handling diverse inquiries, providing guidance, needs-based solutions, and proactively identifying customer challenges;
Coaching users to leverage self-serve resources and training opportunities;
Identifying opportunities to connect customers with additional products or services;
Capturing product feedback for our Product team;
Owning your own development and career growth.
What you bring:
Confidence in connecting with a wide range of people and a love for working with customers of all skill levels;
Excitement for solving complex problems;
Tech-savviness and eagerness to learn new platforms;
Strong verbal communication skills, clear, concise, and empathetic expression;
Patience, compassion, and understanding;
Curiosity and a desire to improve and learn;
Ability to multitask and prioritize in a fast-paced environment;
Excellent writing skills with minimal grammatical errors;
Self-driven attitude and initiative;
Fun, outgoing personality and team spirit.
Bonus points if you:
Have a customer-focused mindset and a desire to help clients succeed;
Experience with web-based/SaaS applications;
Familiar with Zendesk or similar CRM software;
Knowledge of legal or professional service industries;
Flexible to work evening and night shifts;
Proficient in Google Suite and Microsoft Office;
Proficient in Windows and/or Mac environments.
What you will find here:
Clio offers a competitive Total Rewards Program including fair pay, health benefits, hybrid work, flexible time off, superannuation, and recognition programs. The salary range for this role is AUD 72,300 to AUD 97,700, dependent on experience and performance.
Diversity, Inclusion, Belonging, and Equity (DIBE):
We promote an inclusive environment where all team members feel valued and empowered. We encourage candidates from diverse backgrounds to apply and offer accommodations during the recruitment process.
Additional Details:
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industries: Software Development, IT Services, IT Consulting
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