Senior Customer Support Specialist

Job not on LinkedIn

🔥 1 minute ago

🇵🇭 Philippines – Remote

💵 ₱1.6M - ₱1.6M / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 5%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Alt Legal - IP Management Software

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🤝 B2B

⚖️ Legal

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 the first point of contact for day-to-day questions via support email, live chat, and phone • Resolve customer issues directly or involve internal resources to achieve timely, satisfactory resolutions • Support recruiting, onboarding, and training of new support team members • Conduct data audits and imports using Google Sheets across Alt Legal and WebTMS client data • Build and maintain formulas such as VLOOKUPs and COUNTIFs for accuracy and reporting • Provide dedicated high-priority support for key accounts and time-sensitive requests • Escalate system-wide issues to the product team • Identify common client questions and provide feedback to Management, Customer Success, and Product teams • Provide platform training on Alt Legal and WebTMS, including needs analyses, course materials, video scripts, and webinars • Keep the company CRM updated with training and support information • Advise clients on leveraging Alt Legal and WebTMS based on use cases and attributes • Advocate for clients cross-departmentally to support retention, expansion, adoption, satisfaction, and account health • Stay current with system changes and updates, including testing platforms as needed

🎯 Requirements

• Applicants must have the right to work at the time of application • 4+ years’ experience in a client-facing role involving support of SaaS or professional web-based solutions • Knowledge of intellectual property / IP docketing software is an advantage but training can be provided • Comfortable working independently in a remote environment • Proficiency in Google Sheets, including VLOOKUPs, COUNTIFs, and other lookup/logic functions • Ability to recognize gaps in own knowledge and seek instruction • Keen attention to detail • Strong written and verbal communication skills • Ability to manage multiple and conflicting priorities • Ability to think on your feet and switch gears easily • Proven ability to juggle multiple projects while maintaining attention to detail • Superb personal organizational skills • Ability to empathize with and advocate for customers • Ability to quickly learn new concepts and teach others • Strong interest in technology • Excellent problem-solving skills • CV in PDF and cover letter required for application

🏖️ Benefits

• Flexible vacation • Remote work options • Opportunity to determine your own growth path • Collaborative and challenging work environment • Opportunity to learn and develop new skills • Reasonable adjustments during the recruitment process