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Lead Technical Support Specialist
6 days agoWhat's your preference?
Job Description
- Req#: tzPXVVQJliap
Employer Industry: Legal Technology
Why consider this job opportunity:
- Opportunity for career advancement within a cutting-edge legal tech company
- Work remotely while contributing to innovative AI solutions for law firms
- Supportive work environment focused on customer success and satisfaction
- Chance to collaborate with engineering teams on technical issues and feature enhancements
- Maintain a pivotal role in enhancing legal operations through technology
What to Expect (Job Responsibilities):
- Respond to customer support tickets within a 2-hour service level agreement (SLA) to ensure timely resolutions
- Investigate and troubleshoot technical issues across the employer's product suite
- Collect and prioritize customer feature requests, acting as a liaison between customers and product development
- Assist with the technical setup, configuration, and integration of systems into existing legal workflows
- Maintain and update knowledge base articles and troubleshooting guides for customer self-service
What is Required (Qualifications):
- 2+ years of experience in legal technology support, with a strong understanding of law firm operations
- Proficiency with ticketing systems (such as Zendesk, Freshdesk, ServiceNow) and support workflow management tools
- Strong troubleshooting skills with SaaS platforms and APIs
- Proven track record of meeting aggressive response time requirements and maintaining high customer satisfaction scores
- Exceptional written and verbal communication skills, capable of presenting solutions to technical and non-technical stakeholders
How to Stand Out (Preferred Qualifications):
- Experience with legal practice management software, case management systems, or legal AI tools
- Background in customer-facing technical roles with enterprise clients
- Strong analytical and problem-solving skills in fast-paced environments
- Familiarity with legal industry compliance requirements and data security standards
- Passion for customer success and building long-term client relationships
#LegalTech #CustomerSupport #RemoteWork #AIInnovation #CareerAdvancement
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