Customer Support Specialist, Enterprise

🔥 1 minute ago

🇦🇺 Australia – Remote

💵 $77.8k - $105.2k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 1%

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.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Clio - Cloud-Based Legal Technology

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

☁️ SaaS

⚖️ Legal

🔐 Security

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.

📋 Description

• Build and maintain strong, trusted relationships with enterprise customers • Provide timely responses and clear, proactive updates on customer tickets • Communicate technical information clearly to end users, IT teams and practice leaders • Manage customer expectations with empathy during complex or time-sensitive issues • Build deep knowledge of Clio Operate and customer workflows • Provide first-line triage and resolve tickets at the first point of contact • Stay current with product features and releases • Act as the first point of contact for support requests • Triage, analyse and escalate tickets to second-line support or development when needed • Prioritise service desk tickets according to importance and urgency • Meet agreed service levels and response times • Maintain detailed records of customer interactions in the ticketing system • Develop service desk best practices and processes • Suggest and implement process improvements • Analyse ticket trends to identify recurring issues, knowledge gaps and training opportunities • Create and maintain knowledge base articles and internal documentation • Share customer feedback and insights with product and engineering teams

🎯 Requirements

• 2 or more years' experience in a customer support, service desk or technical support role, ideally supporting a B2B SaaS or enterprise software product • Strong troubleshooting skills, and the curiosity to dig into an issue until you understand the root cause • Excellent written and verbal communication skills, with the ability to explain technical concepts in plain language • Experience working in a ticketing system such as Zendesk, Freshdesk, ServiceNow or Jira Service Management • A customer-first mindset, with the patience and professionalism to handle complex or high-pressure situations • Strong organisational skills and the ability to manage and prioritise multiple tickets at once • A team-player attitude and a genuine interest in improving how things are done • Experience supporting enterprise customers or large, complex software deployments • Familiarity with ITIL or service desk frameworks • Technical skills such as reading logs, basic SQL, or understanding APIs and integrations • Experience in or exposure to legal technology, professional services or law firms • Experience with workflow, case management or document management platforms

🏖️ Benefits

• Competitive, equitable salary (exclusive of superannuation) with top-tier health benefits • Hybrid work environment • Flexible time off policy, with an encouraged 20 days off per year • Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years • Accessibility accommodations during the recruitment process