Customer Support Specialist

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November 21

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Clio - Cloud-Based Legal Technology

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SaaS • Legal • Security

Clio is a cloud-based legal technology company that provides comprehensive legal practice management software for law firms. The platform offers a range of solutions including client intake, billing, document management, and calendaring to streamline law firms' operations. Clio is designed to improve the efficiency of legal practices by automating administrative tasks and providing secure, reliable data storage with a strong focus on data security. The software is enhanced with features that accommodate different areas of legal practice, and it integrates with over 250 other tools to optimize workflow for legal professionals. Clio serves solo practitioners as well as small to large law firms worldwide.

1001 - 5000 employees

Founded 2008

☁️ SaaS

🔐 Security

📋 Description

• Build and maintain strong relationships with customers, providing a high level of support and service. • Prioritise a high level of communication to ensure customers receive timely responses and updates on tickets. • Develop a good understanding of the ShareDo product and how to provide effective first-line triage for support issues. • Use your product knowledge to manage customer expectations and deliver solutions effectively, aiming to reduce the need for escalations. • Maintain a high "first fix" ratio by resolving tickets at the first point of contact wherever possible, without needing to escalate to second-line support. • Contribute your ideas and experience to the ongoing development of best practices. • Assist in prioritising tickets within the Service Desk, ensuring that issues are addressed in order of importance and urgency. • Act as the first line of contact for support requests from both new and existing customers, providing prompt and professional assistance. • Monitor progress on outstanding bug fixes and provide updates to customers as required.

🎯 Requirements

• A passion for providing a high level of customer service and being willing to go the extra mile in all your engagements. • Exemplary communication skills across both written and verbal interactions. • Previous experience in a customer facing technical support role. • Prior experience of working with cloud-based software or Azure hosted applications. • Working knowledge of Microsoft SQL could be an advantage. • Demonstrate a keen interest in improving your craft by using AI • Although not essential, previous experience of working within the legal industry could be beneficial.

🏖️ Benefits

• Competitive, equitable salary • Clio offers a flexible hybrid work environment • 25 days holiday + bank holidays • Private Healthcare with Life Insurance & Critical Illness cover • Pension contribution • Professional development and growth options • Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years