Job Description
n
Handle a high volume of inbound requests by phone, chat, and email
n
Become an expert in Clio's features and functionality and communicate the additional value Clio provides
n
Troubleshoot technical product issues, reproduce issues, and coordinate resolutions with Technical Escalations, Product, and Customer Success teams
n
Handle varied inquiries, provide guidance and needs-based solutions, and proactively identify customers' next challenges
n
Coach users to leverage self-serve resources and group training opportunities
n
Identify customers suited for additional products or services and connect them with the appropriate team
n
Capture product feedback for the Product team
n
Own personal development and career growth
n
n
Requirements
n
n
Confidence in connecting with a wide range of people and working with customers of all skill levels and personality types
n
Excitement about finding new and complex problems to solve
n
Tech-savviness and excitement to learn new platforms
n
Strong verbal communication skills and ability to express yourself clearly, concisely, and empathetically
n
Patience, compassion, and understanding
n
Curiosity to continuously improve and learn
n
Ability to multitask and prioritize in a fast-paced environment
n
Excellent writing skills and professional tone with little to no grammatical or spelling errors
n
Self-driven attitude and willingness to take initiative to grow skills
n
Fun, outgoing, and engaging personality with ability to work as a cohesive team
n




Customer focus and eagerness to build a career helping clients succeed
n
Experience with web-based/SaaS applications
n
Familiarity with Zendesk or similar CRM software
n
Familiarity with legal or other professional service industries
n
Flexibility and openness to evening and night shifts
n
Proficiency in Google Suite and Microsoft Office
n
Proficiency in Windows and/or Mac operating environments
n
n
Core Competencies
n
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.
n
Highest-signal resume keywords
n
n
Customer Focus
n
Technical Troubleshooting
n
Verbal Communication Skills
n
Experience with SaaS Applications
n
Familiarity with Zendesk
n
n
ATS Optimization Keywords
n
Hard Skills
n
n
Technical Troubleshooting
n
Experience with SaaS Applications
n
Proficiency in Google Suite
n
Proficiency in Microsoft Office
n
Proficiency in Windows Operating Environment
n
Proficiency in Mac Operating Setting
n
n
Soft Skills
n
n
Strong Verbal Communication Skills
n
Patience
n
Compassion
n
Curiosity
n
Self-Driven Attitude
n
n
Industry Keywords
n
n
Legal Industry
n
Professional Services
n
n
Tools & Technologies
n
n
Zendesk
n
Clio
n
Web-Based Applications
n

📌 Customer Support Specialist, Apac (New South Wales)
🏢 Jobtailor
📍 New South Wales