Client Support Analyst

Location:

Houston, TX

Schedule:

Monday-Friday | 8:00 AM - 5:00 PM

US Legal Support is one of the nation's leading providers of litigation support services, helping law firms, corporations, insurance carriers, and government agencies navigate complex legal matters. Through innovative technology, exceptional service, and industry expertise, we deliver solutions that help our clients move cases forward efficiently and confidently.

We're looking for a customer-focused professional who enjoys solving problems, building relationships, and delivering exceptional service. If you thrive in a fast-paced environment and take pride in helping clients find solutions, we'd love to hear from you.

As a Client Support Analyst, you will serve as a primary point of contact for clients and sales partners, providing support via phone, email, and company systems to ensure timely and accurate resolution of inquiries.

This role requires a strong service mindset, attention to detail, and the ability to manage multiple priorities while maintaining a high level of professionalism. You'll become a subject matter expert on U.S. Legal Support's services and client portal, helping clients navigate requests, troubleshoot issues, and maximize the value of our solutions.

• Serve as a primary point of contact for client and sales partner inquiries.
• Investigate, research, and resolve issues in a timely and professional manner.
• Provide exceptional customer service while building and maintaining positive client relationships.
• Communicate effectively through phone, email, and company platforms.
• Ensure client concerns are addressed promptly and driven through resolution.

• Set up new client accounts within the company portal.
• Guide and train clients on portal functionality and available features.
• Assist clients with account-related questions and technical issues.
• Promote adoption and effective use of self-service tools and resources.
• Support onboarding efforts for new clients.

• Complete front-end processing for settled cases.
• Perform transcript and video status checks and communicate updates as needed.
• Handle inquiries regarding pricing and quotes for completed jobs.
• Maintain accurate documentation of client interactions and service requests.
• Ensure all requests are processed accurately and in accordance with company policies.

• Partner with internal departments to quickly resolve issues and fulfill client requests.
• Collaborate across teams to deliver a seamless client experience.
• Identify workflow improvement opportunities that increase efficiency and service quality.
• Meet or exceed established service level agreements (SLAs) and performance expectations.
• Assist with special projects and additional duties as assigned.

• Strong attention to detail and active listening skills.
• Excellent verbal and written communication abilities.
• Strong problem-solving and critical-thinking capabilities.
• Professional, positive, and client-focused demeanor.
• Ability to manage multiple priorities in a fast-paced environment.
• Exceptional organizational and time-management skills.
• Dependability, accountability, and a strong work ethic.
• Flexibility and adaptability when handling changing priorities.
• Commitment to delivering outstanding customer experiences.

• High School Diploma or equivalent.
• 3+ years of customer service, client support, account management, or client solutions experience.
• Professional phone and email etiquette.
• Strong communication and interpersonal skills.
• Ability to multitask while maintaining accuracy and professionalism.
• Proficiency with Microsoft…