Customer Support Specialist at Alt Legal Remote

Customer Support Specialist job at Alt Legal. Remote.

We are looking to add a Customer Support Specialist to our growing team. You can find more information below!

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Location: Remote

Alt Legal is a forward-thinking company changing how trademark professionals manage global intellectual property. Trusted by over 1,000 global law firms, IP boutiques, and Fortune 100 companies, our platform automates and simplifies IP management, helping legal professionals efficiently handle filings, manage deadlines, and identify infringement. Managing millions of filings, Alt Legal is recognized as one of the most respected trademark companies in the IP world.

Our mission is to make trademark professionals' lives easier through powerful automation, integrated tools, and exceptional customer service.

Reporting to the Director of Customer Support, the Customer Support Specialist role will be responsible for interacting with customers and executing a range of external and internal requests.

As the first point of contact for customers through our multiple channels of communication, (live chat, email, and phone), you will be helping customers solve their problems and navigate our software. You will also regularly train new customers as well as existing ones to ensure that they are getting the most out of our software.

• Act as a first point of contact for all day-to-day questions received via Alt Legal's support email, live chat, and phone line.
• Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer's satisfaction in a timely and careful manner.
• Escalate system-wide issues to the product team and ensure issues are communicated to relevant internal teams.
• Look for commonalities in client questions and proactively provide input to the Customer Success and Product Teams to enhance training materials and documentation, as well as to enhance the product.
• Provide platform training to key stakeholders and end-users, connecting the value of Alt Legal to client initiatives.
• Work directly with clients advising them on how to best leverage Alt Legal in coordination with the relevant Customer Success Manager.
• Work to understand key client use cases and attributes in order to provide context-driven responses and training.
• Provide exceptional service to clients in order to help support the Customer Success team's goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health.
• Stay current with system changes and updates.
• Act as the client advocate, working cross-departmentally with internal teams to successfully resolve client concerns and questions.

• 4+ years' experience in client-facing role, involving support of SaaS or professional web-based solutions
• 2+ years' Work-from-Home Experience
• Intermediate knowledge of MS Office and Google programs, particularly Excel and Google Sheets
• Ability to recognize gaps in their own knowledge and seek instruction
• Keen attention to detail
• Strong written and verbal communication skills
• Ability to manage multiple and sometimes conflicting priorities
• Ability to think on your feet and switch gears easily
• Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
• Superb personal organizational skills to ensure all client commitments are met
• Ability to empathize with and advocate for our customers
• Ability to quickly learn new concepts and teach others
  
  Strong interest in technology
• Excellent…