Customer Support Specialist

Join to apply for the Customer Support Specialist role at Clio Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. Summary We are currently seeking a Customer Support Specialist to join our Customer Support Team in our Sydney hub office. Responsibilities Handle a high volume of inbound requests by phone, chat, and email with an eye for making the customer experience feel as effortless as possible Advocate for the value Clio provides and become an expert in all of Clio’s features and functionality Methodically troubleshoot technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and Customer Success teams Confidently answer questions when asked, providing advice, training solutions and proactively solving the customer's next challenge to help them get the most out of working with Clio Add to our knowledge base, consistently checking for quality, and coach our users in the usage of self-serve resources Capture feedback on the product for use by our Product team Contribute to personal and group projects to improve service delivery and processes across the department Qualifications Bachelor’s degree in a relevant field, or equivalent practical experience Excellent analytical skills and impeccable verbal and written communication skills, with the ability to convey complicated technical concepts to non-technical audiences Curiosity about law, tech, and AI, as well as an interest in leveraging technology to help people solve problems The desire to win (and have fun) as a member of a high performing team A growth mindset and a sense of optimism and enthusiasm Bonus Points Prior research, tutoring, and leadership experience Experience providing exceptional customer service, including the ability to problem solve, multi-task, and provide summaries of issue resolution What you'll find here Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture. Highlights of our Total Rewards program include: Competitive, equitable salary (exclusive of superannuation) with top-tier health benefits Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week. Flexible time off policy, with an encouraged 20 days off per year. Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years The expected salary range* for this role is $62,600 to $73,700 to $84,800 AUD. There are a separate set of salary bands for other regions based on local currency. Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs. Job details Seniority level: Entry level Employment type: Full-time Job function: Other Industries: Software Development and IT Services and IT Consulting Disclaimer: We only communicate with candidates through official @clio.com email addresses. #J-18808-Ljbffr