Client Support Associate - Help Desk - Remote

Overview

We are hiring associates for our legal technology focused client support team. This help desk role will work directly with our clients and platform users to solve problems and answer questions, or escalate to our delivery team if necessary. As the voice of the software for many of our users, your effective communication, documentation, unmatched responsiveness, and efficient resolutions will enhance the user experience for our clients and users across the mass tort life cycle.

In Short

• Provide timeline and professional support to customers through multiple channels (email, ticketing system, phone)
• Troubleshoot software-related issues and guide users through steps to resolve problems
• Assist customers with onboarding, product setup, and usage guidance
• Resolve user questions and issues using knowledge of the system
• Diagnose and resolve common issues related to software functionality
• Create, track, and manage tickets in the support system
• Participate in team meetings to discuss trends and areas for improvement
• Act as a brand ambassador for the company
• Manage and reduce customer wait times
• Maintain support documentation

Requirements

• Excellent communication, listening, and documenting skills
• Ability to solve problems and make people feel heard
• Intellectual curiosity and drive to learn
• Experience with Freshdesk, Zendesk, or similar software
• Strong attention to detail and commitment to accuracy
• Bachelor’s degree or equivalent
• Work experience in help desk or customer support
• Experience with law firms or software user experience is a plus
• Some weekend work required

Benefits

• 100% remote work (MacBook Pro provided)
• Fully paid premiums for employee medical, dental, and vision insurance
• Annual paid time off (PTO) plus 11 paid holidays
• 401(k) plan with employer contribution
• Opportunities to advance and make an impact