Customer Care Technical Support; Denver

Customer Care Technical Support (Denver, CO)

Location: 5 days/week in person in Denver office

We're looking for an enthusiastic problem solver who is customer-friendly, detail-oriented, and possesses soft technical support skills. You will be primarily responsible for managing our process server interactions to address escalated issues, resolve technical problems that come from the mobile app, and ensure the highest level of customer success. The role is the ‘front door’ of Proof, overseeing many first‑time experiences of new clients, long‑time customers, or potential prospects contacting Proof.

You may support law firm clients, individuals representing themselves in legal matters, process servers, and/or internal teammates by providing solutions via phone, email, and other communication channels. You will review bug tickets and give anywhere from basic troubleshooting to reviewing back‑end data to see the root cause of a server issue. You are comfortable with MacOS and can troubleshoot issues on iPhone or Android devices.

You'll be a key team member working directly for the Customer Care Lead, with an excellent opportunity for professional growth and independence.

• Handle Level 1 inquiries and escalated inquiries: provide basic troubleshooting or education on the platform and manage escalated customer issues such as technical problems with the Proof platform or mobile app, support for server payout concerns, and other more technical matters that may require submitting a tech ticket.
• Customer Interaction: communicate with law firms, individuals, process servers, and/or internal teammates via phone, email, and chat to understand their issues and provide assistance.
• Triage Issues: analyze customer trends, report findings to the appropriate team for review, and work closely with other departments (e.g., Platform Operations, Product, Engineers, Marketplace Supply) to resolve customer issues and improve processes.
• Documentation: maintain accurate records of customer interactions and issues in the customer support system and provide feedback for review to the appropriate departments or Slack channels.
• Guidance: assist in providing internal employees with common issues and solutions.
• Customer Satisfaction: maintain overall customer happiness by providing solutions within chat, email, or phone. For heightened concerns beyond Level 2 issues, assist and transfer to the correct department to help retain or resolve client concerns.

• Experience:
  
  Minimum of 2 years of experience in customer support or a related field, with a focus on handling complex client issues, both technical and operational.
• Communication
  
  Skills:
  
  Excellent verbal and written communication skills. Ability to convey information clearly and effectively.
• Problem‑Solving
  
  Skills:
  
  Strong analytical skills, able to think critically and develop effective solutions. Ability to use the Proof mobile app and troubleshoot issues on iOS or Android.
• Customer Focus:
  Passion for helping customers and providing a high level of service. Ability to handle difficult situations with patience and empathy.
• Technical
  
  Skills:
  
  Proficiency with customer support software such as Intercom, Hub Spot, Linear, and other applications. Basic understanding of our product systems and strong familiarity with macOS, iOS, and Android devices.
• Team Player:
  Ability to work collaboratively with other team members and departments.
• Adaptability:
  Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
• Detail‑Oriented:
  Strong attention to detail and organizational skills.
• Motivated:
  Self‑motivated and able to work independently in a fast‑paced environment.
• Must be able to work in the Denver office 5 days/week.

• Full‑time, hourly position
• Medical, dental, vision, disability insurance, and 401(k) available
• Phone and Internet monthly stipend
• Flexible time off and paid holidays
• Equipment provided

$21.00 - $23.00 range based on experience
Eligible to participate in company bonus plan

This company participates in E‑Verify.