Customer Support Specialist

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Alt Legal - IP Management Software

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🤝 B2B

SaaS • B2B • Legal

Alt Legal is a company that provides advanced IP docketing and trademark protection software designed to simplify trademark management for professionals and organizations. Their software offers a range of automated features such as manual docketing automation, daily email updates, and calendar synchronization to minimize errors and manual work in trademark management. Alt Legal’s platform supports global trademark portfolios with features like USPTO trademark filing identification, trademark watch tools for potential infringement, and extensive data integration with over 180 jurisdictions. This service is popular among law firms and IP professionals who benefit from their easy-to-use interface and additional services like IP paralegal support. Alt Legal is committed to enhancing their software and investing in client success through personalized service and frequent updates.

📋 Description

• Act as a first point of contact for all day-to-day questions received via Alt Legal’s support email, live chat, and phone line. • Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer’s satisfaction in a timely and careful manner. • Escalate system-wide issues to the product team and ensure issues are communicated to relevant internal teams. • Look for commonalities in client questions and proactively provide input to the Customer Success and Product Teams to enhance training materials and documentation, as well as to enhance the product. • Provide platform training to key stakeholders and end-users, connecting the value of Alt Legal to client initiatives. • Work directly with clients advising them on how to best leverage Alt Legal in coordination with the relevant Customer Success Manager. • Work to understand key client use cases and attributes in order to provide context-driven responses and training. • Provide exceptional service to clients in order to help support the Customer Success team’s goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health. • Stay current with system changes and updates. • Act as the client advocate, working cross-departmentally with internal teams to successfully resolve client concerns and questions.

🎯 Requirements

• 4+ years experience in client-facing role, involving support of SaaS or professional web-based solutions • 2+ years Work-from-Home Experience • Fluent in English • Strong, reliable internet connection • Intellectual property experience preferred, but not required • Intermediate knowledge of MS Office and Google programs, particularly Excel and Google Sheets • Ability to recognize gaps in their own knowledge and seek instruction • Keen attention to detail • Ability to manage multiple and sometimes conflicting priorities • Ability to think on your feet and switch gears easily • Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail • Superb personal organizational skills to ensure all client commitments are met • Ability to empathize with and advocate for our customers • Ability to quickly learn new concepts and teach others • Strong interest in technology • Excellent problem-solving skills • Good sense of humor

🏖️ Benefits

• Flexible vacation • Remote work options • Healthcare coverage • Opportunity to determine your own growth path • Equipment will also be provided • LGBTQ+ friendly and encourage all candidates to apply