Job Description

Note: See instructions below and please apply at https://alt-legal.breezy.hr/p/c2382c07dcc8-customer-support

Alt Legal is a fast-growing SaaS-based legal technology company focused on making trademark professionals’ lives easier. Our intuitive and automated software helps IP professionals create, maintain, and analyze trademarks and other IP assets. Leading law firms and Fortune 100 companies trust our software to manage hundreds of thousands of filings daily.

We are a virtual team who is diverse and multi-talented. We thrive in a collaborative, open, positive environment, and we care about our mission, customers, prospects, each other, and the broader community. We are committed to ensuring that everyone on the team can grow by being around equally exceptional and kind people.

Position Overview

Reporting to the Director of Customer Success, the Customer Support 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.

Key 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.
• Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer’s satisfaction.
• 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, client 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.

Candidate Requirements

• 2+ years’ experience in client-facing role, preferably involving support of SaaS or professional web-based solutions
• 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
• 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 with excellent problem-solving skills
• Good sense of humor

Why Alt Legal
Our team loves what they do and takes pride in ensuring that our software is the best in the market and that our customers love us. You will have immediate and meaningful impact on our success, and you will have growth and leadership opportunities.

We offer 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. Alt Legal celebrates differences and prides itself on its diverse team. We are proud to be an equal opportunity employer that is committed to an inclusive environment free of harassment for all team members of all backgrounds, identities, conditions, and experiences.We are LGBTQ+ friendly and encourage all candidates to apply.

Lastly, we 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.

How to Apply + Application process

If you’re interested, you should submit your application through the portal here (https://alt-legal.breezy.hr/p/c2382c07dcc8-customer-support) with the following:

• a resume in PDF format and a short statement in the email explaining your specific interest in this role as well as why you’d like to join the Alt Legal team (1 paragraph).
• a completed quick case study attach it as a PDF to your application. This is required for your application to be considered.Our application process consists of three steps:

Step 1: Initial Information and Statement of Interest + Case Study Completion

• Your statement of interest should explain your specific interest in this role (1 Paragraph).
• The Case Study is to write a brief email explaining to a hypothetical client how to make bookmarks: https://docs.google.com/document/d/1jEivF2rAj5NmepCzlrBgvILjhFcnyXsnpgqvOYJiQ7Q/edit (Please provide in PDF)

Step 2: Initial Phone Screen + Possible 2nd Case Study
Initial Phone Screening with the Director of Customer Success. If necessary, a case study to determine your attention to detail

Step 3: Team Interview
Key members of the Alt Legal team, including the CEO, will interview and get to know you, and determine if you are a good fit for Alt Legal. We will review applications on a rolling basis.

How to Apply

Job Types: Full-Time. Salaries: 20,000 - 40,000.

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