Experienced Customer Support Specialist – Cloud Software Solutions for Legal Industry, Remote Customer Service Representative at Blithequark

Join the Team at Blithequark: Deliver Exceptional Customer Experiences in Legal Tech

Blithequark is a pioneering company in the legal technology sector, offering a comprehensive suite of software solutions designed to help lawyers manage, automate, and grow their firms. With a global presence spanning 170 countries and over 50,000 lawyers using our products, we are dedicated to revolutionizing the way law is practiced. Our product portfolio includes PracticePanther, Bill4Time, MerusCase, LollyLaw, Headnote, and TrustBooks, providing a wide range of tools for legal professionals.

We are seeking a highly skilled and empathetic Customer Support Specialist to join our team remotely. As a Customer Support Specialist at Blithequark, you will be the face of our company, interacting with clients to resolve their inquiries in a timely and professional manner. You will work closely with our clients to answer questions, identify bugs, and resolve issues, ensuring that they have an exceptional experience with our products. Your role will also involve relaying feedback to our product and development teams, acting as the voice of our customer to mitigate client requests and issues effectively.

Key Responsibilities:

• Provide high-level support to clients via Phone, Chat, and Email, ensuring prompt and effective resolution of their inquiries.
• 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, facilitating continuous product improvement.
• Work with the latest cloud support systems, including Intercom, Salesforce, JIRA, and G Suite, to efficiently manage client interactions.
• Collaborate with different departments to ensure a unified approach to customer support and product development.
• Handle escalated customer issues with professionalism and empathy, providing solutions that meet client needs.
• Contribute to the development of processes and procedures that enhance customer support efficiency and effectiveness.

Essential Qualifications:

• 2+ years of customer support experience, preferably in a SaaS environment.
• 2+ years of experience working in a SaaS environment, with a strong understanding of cloud-based software solutions.
• Knowledge of the legal industry is advantageous, but not required.
• Familiarity with Salesforce, Intercom, JIRA, and G Suite is preferred.

Preferred Skills and Competencies:

• Excellent communication and interpersonal skills, with the ability to work collaboratively with different departments.
• Patient, empathetic, and professional demeanor, with a strong focus on customer satisfaction.
• Data-driven individual with a keen eye for detail and ability to analyze customer interactions.
• Strong problem-solving skills, with the ability to diagnose and resolve complex technical issues.
• Self-motivated, diligent, and able to inspire others, with a strong work ethic and commitment to delivering exceptional results.
• Organized, detail-oriented, and able to manage multiple tasks and priorities.
• Personable and enjoyable to work with, with a strong client-facing presence.
• Ability to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical.

Career Growth Opportunities and Learning Benefits:

At Blithequark, we are committed to the growth and development of our team members. As a Customer Support Specialist, you will have opportunities to:

• Develop your skills in customer support, product knowledge, and technical expertise.
• Collaborate with cross-functional teams, including product development, sales, and marketing.
• Contribute to the development of new processes and procedures that enhance customer support efficiency and effectiveness.
• Participate in training and development programs that help you grow in your role and advance in your career.

Work Environment and Company Culture:

Blithequark is a fast-paced, ambitious company that values work-life balance and employee well-being. Our remote work environment allows you to work from the comfort of your own home, with flexible hours to accommodate your needs. We also offer:

• Competitive salary and benefits package.
• Paid vacation, sick, and parental leave.
• Remote working flexibility and budget for home office improvements.
• Company culture that encourages work-life balance and employee well-being.
• 100% paid PPO medical, vision, and dental insurance, 401k matching, and equity grants.
• Bi-annual company retreats and many other fun activities to bring our team together (physically or virtually) as often as possible.

Why Join Blithequark?

At Blithequark, we are united by a common vision to build the best legal technology products in the world. We offer a dynamic and supportive work environment, opportunities for growth and development, and a chance to be part of a pioneering company in the legal tech sector. If you are passionate about delivering exceptional customer experiences, have a strong technical aptitude, and are looking for a new challenge, we encourage you to apply for this exciting opportunity.

As a Customer Support Specialist at Blithequark, you will play a critical role in shaping the customer experience and contributing to the success of our company. We look forward to hearing from you and exploring how you can join our team!