Senior Customer Support Specialist

at  Alt Legal

We are looking to add a Senior Customer Support Specialist to our growing team. You can find more information below!
-
Senior Customer Support Specialist at Alt Legal (Remote)
Location: Fully Remote
The Company:
Alt Legal is a forward-thinking company known for its innovative, automated trademark management tools. Trusted by over 1,000 global law firms, IP boutiques, and Fortune 100 companies, Alt Legal’s platform manages millions of filings and deadlines, making us one of the most respected systems in the intellectual property space. Our software simplifies IP management, enabling professionals to efficiently handle their filings and collaborate with key parties. Our mission is to fundamentally change IP management with powerful technology and outstanding customer service, making the lives of trademark professionals easier.
We are a customer-centric company that prides itself on positive customer interactions and modern, automated solutions. As a team, we are a diverse group of multi-talented individuals who thrive in collaborative, open, and positive environments. We care deeply about our mission, our customers, and each other.
Job Description:
Reporting to the Director of Customer Support, the Senior Customer Support role will be responsible for interacting with customers and executing a range of external and internal requests in a prompt and detail oriented manner.
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.

Your specific responsibilities:

• 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.
• Work directly with clients advising them on how to best leverage Alt Legal in coordination with the relevant Customer Success Manager.
• Handling complex requests from clients in a timely manner.
• 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 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.

What we’d like to see in the ideal candidate:

• 5+ years’ experience in client-facing role, involving support of SaaS or professional web-based solutions
• Must have work from home experience
• Ability to recognize gaps in their own knowledge and seek instruction
• Keen attention to detail
• Strong written and verbal communication skills
• 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
• Interest in intellectual property or law generally
• Excellent problem-solving skills
• Good sense of humor

What you get:
Alt Legal offers a collaborative and challenging work environment and the opportunity to be part of a growing company. We’re a team of intellectually curious individuals who love learning and developing new skills. Our company was founded on the belief that a team with diverse backgrounds and identities will have the greatest range of experiences, the best selection of ideas, and the most inclusive and supportive culture.
We also offer all employees a variety of perks such as flexible vacation, remote work options, healthcare coverage, and the opportunity to determine your own growth path.
We are LGBTQ+ friendly and encourage all candidates to apply.
How to apply:
If you’re interested, you should submit your application via our web portal, with a resume in PDF, and a short statement explaining your specific interest in this role and why you’d like to join the Alt Legal team in PDF

• 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.
• Work directly with clients advising them on how to best leverage Alt Legal in coordination with the relevant Customer Success Manager.
• Handling complex requests from clients in a timely manner.
• 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 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