Product Support Specialist

🕒 October 22

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $58k - $63k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Illinois Legal Aid Online

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2001

⚖️ Legal

🤲 Charity

🤝 Non-profit

Legal • Charity • Non-profit

Illinois Legal Aid Online is a private, non-profit organization dedicated to providing accessible legal resources and assistance to lower-income individuals and marginalized communities in Illinois. They help users navigate a variety of legal issues related to family law, housing, debt, immigration, civil rights, and more through self-help resources, legal forms, and community support. Their mission is to empower individuals to seek justice and improve their legal literacy.

📋 Description

• Deliver exceptional customer service to end users of ILAO’s products • Coordinate support across the organization • Serve as the first point of contact for website users, including staff • Manage ILAO’s Zendesk instance by triaging incoming requests, resolving issues, and escalating as appropriate • Aggregate input from multiple channels and provide regular analyses to inform content, product, and operational improvements • Review site redirect reports and provide URLs to update site search • Update internal and external documentation • Develop knowledge base content for staff and end users • Serve as an expert on how ILAO’s products work from an end-user perspective • Monitor user feedback and escalate critical issues • Administer and configure Zendesk workflows, queues, macros, tags, and automations • Maintain the planned automated support chat • Analyze feedback trends and recurring issues and share findings monthly • Manage support requests via Zendesk, phone, and email and report on support volume, response times, and resolution rates • Conduct an annual user feedback survey and approximately 20 user interviews per year • Provide backup coverage to the Debt Help Illinois help desk as needed • Ensure website testimonials are created and updated regularly • Develop and maintain Zendesk Help Center content • Train ILAO staff on the website, Zendesk, and related tools • Provide first-line website and CMS support to staff • Review, update, and expand internal product documentation and knowledge bases • Help screen and recruit participants for usability testing, stakeholder groups, user interviews, and advisory panels • Participate in staff and organizational meetings, ARDEI activities, fundraising activities, and other assigned activities

🎯 Requirements

• Bachelor’s Degree (or equivalent experience) required • Excellent interpersonal skills, including the ability to empathize with digital audiences and community members • Superior organizational skills and attention to detail • Ability to work independently as well as on a team • Excellent oral presentation and written communication skills • Excellent computer skills, including fluency in using the Internet and Google Apps for Office • Enthusiasm for the use of technology in the delivery of legal services and interest in ILAO’s mission and goals • Team player enthusiastic about supporting website users and helping colleagues accomplish organizational goals • Preference given to candidates with fluency or proficiency in Spanish • Preference given to candidates with experience in legal aid or a general understanding of the legal system • Preference given to candidates with experience working with people facing legal issues, Illinois courts, legal aid organizations, or community partners • Preference given to candidates familiar with the basics of usability testing • Preference given to candidates with experience using Zendesk or similar customer service software • Preference given to candidates located in the Chicago metropolitan area

🏖️ Benefits

• Bilingual Spanish staff receive an additional stipend • Health and dental insurance • Life insurance • Long-term and short-term disability insurance • Health and dependent care flex spending account • 15 paid days off in the first calendar year of employment • 15 holidays in the first calendar year of employment • 403(b) retirement plan, to which ILAO contributes a required 1% of salary monthly • Flexible workplace policy supporting remote work, wellness and work-life balance

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