Job Description

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- Handle a high volume of inbound requests by phone, chat, and email
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- Become an expert in Clio's features and functionality and communicate the additional value Clio provides
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- Troubleshoot technical product issues, reproduce issues, and coordinate resolutions with Technical Escalations, Product, and Customer Success teams
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- Handle diverse inquiries, provide guidance and needs-based solutions, and proactively identify customers' next challenges
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- Coach users to leverage self-serve resources and group training opportunities
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- Identify customers suited for additional products or services and connect them with the appropriate team
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- Capture product feedback for the Product team
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- Own personal development and career growth
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Requirements

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- Confidence in connecting with a wide range of people and working with customers of all skill levels and personality types
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- Excitement about finding new and complex problems to solve
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- Tech-savviness and excitement to learn new platforms
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- Strong verbal communication skills and ability to express yourself clearly, concisely, and empathetically
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- Patience, compassion, and understanding
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- Curiosity to continuously improve and learn
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- Ability to multitask and prioritize in a fast-paced environment
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- Excellent writing skills and professional tone with little to no grammatical or spelling errors
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- Self-driven attitude and willingness to take initiative to grow skills
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- Fun, outgoing,



and engaging personality with ability to work as a cohesive team
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- Customer focus and eagerness to build a career helping clients succeed
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- Experience with web-based/SaaS applications
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- Familiarity with Zendesk or similar CRM software
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- Familiarity with legal or other professional service industries
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- Flexibility and openness to evening and night shifts
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- Proficiency in Google Suite and Microsoft Office
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- Proficiency in Windows and/or Mac operating environments
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Core Competencies

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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.

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Highest-signal resume keywords

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- Customer Focus
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- Technical Troubleshooting
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- Verbal Communication Skills
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- Experience with SaaS Applications
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- Familiarity with Zendesk
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ATS Optimization Keywords

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Hard Skills

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- Technical Troubleshooting
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- Experience with SaaS Applications
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- Proficiency in Google Suite
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- Proficiency in Microsoft Office
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- Proficiency in Windows Operating Environment
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- Proficiency in Mac Operating Environment
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Soft Skills

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- Strong Verbal Communication Skills
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- Patience
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- Compassion
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- Curiosity
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- Self-Driven Attitude
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Industry Keywords

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- Legal Industry
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- Professional Services
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Tools & Technologies

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- Zendesk
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- Clio
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- Web-Based Applications
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📌 Customer Support Specialist, APAC (New South Wales)
🏢 Jobtailor
📍 New South Wales