- Handle a high volume of inbound requests by phone, chat, and email
- Become an expert in Clio’s features and functionality and communicate the additional value Clio provides
- Troubleshoot technical product issues, reproduce issues, and coordinate resolutions with Technical Escalations, Product, and Customer Success teams
- Handle varied inquiries, provide guidance and needs-based solutions, and proactively identify customers’ next challenges
- Coach users to leverage self-serve resources and group training opportunities
- Identify customers suited for additional products or services and connect them with the appropriate team
- Capture product feedback for the Product team
- Own personal development and career growth
Requirements
- Confidence in connecting with a wide range of people and working with customers of all skill levels and personality types
- Excitement about finding new and complex problems to solve
- Tech-savviness and excitement to learn new platforms
- Strong verbal communication skills and ability to express yourself clearly, concisely, and empathetically
- Patience, compassion, and understanding
- Curiosity to continuously improve and learn
- Ability to multitask and prioritize in a fast-paced environment
- Excellent writing skills and professional tone with little to no grammatical or spelling errors
- Self-driven attitude and willingness to take initiative to grow skills
- Fun, outgoing,
and engaging personality with ability to work as a cohesive team
- Customer focus and eagerness to build a career helping clients succeed
- Experience with web-based/SaaS applications
- Familiarity with Zendesk or similar CRM software
- Familiarity with legal or other professional service industries
- Flexibility and openness to evening and night shifts
- Proficiency in Google Suite and Microsoft Office
- Proficiency in Windows and/or Mac operating environments
Core Competencies
Demonstrates expertise in Clio’s features and functionality while effectively troubleshooting technical issues and providing needs-based solutions. Excels in customer communication, multitasking, and leveraging web-based applications to enhance client success.
Highest-signal resume keywords
- Customer Focus
- Technical Troubleshooting
- Verbal Communication Skills
- Experience with SaaS Applications
- Familiarity with Zendesk
ATS Optimization Keywords
Hard Skills
- Technical Troubleshooting
- Experience with SaaS Applications
- Proficiency in Google Suite
- Proficiency in Microsoft Office
- Proficiency in Windows Operating Environment
- Proficiency in Mac Operating Environment