Technical Support Representative

The OpportunityWe’re on the hunt for a driven and innovative Technical Support Representative who thrives on collaboration, loves tackling challenges head-on, and is passionate about making a tangible difference in the lives of our customers and within our company. This is more than just a support role; the support team at Brightflag has been responsible for some key enhancements to the platform based on the feedback from users. Reporting directly to our Director of Customer Support in Dublin, you’ll be part of a team that doesn’t just aim high—we exceed expectations. At Brightflag, we’re dedicated to hiring top talent who are customer-centric, take initiative, and make every day count. If you’re excited about an opportunity to contribute, grow, and make a direct impact, we’d love to hear from you!What You Will Be Doing• You will serve our West Coast client base that will connect mid-US and early morning Australia for our 'Follow the Sun' model, providing 24/5 support to our customers.• Provide guidance and troubleshooting assistance to customers regarding the company’s software products.• Gather and relay customer feedback to the relevant teams to contribute to product improvements and customer satisfaction.• Understand Brightflag's platform and configure customers’ instances to ensure they derive maximum value from the platform• Partner with internal Technical Support, Customer Success and Product teams to educate and onboard law firms and customer end-users to set them up for success using Brightflag’s platform• Contribute to the development and maintenance of educational articles and resources for the company’s help center.Skills & Experience• You have 3+ years of experience as a technical support representative in a SAAS company• You pride yourself on being a people person; you love talking to people and building strong rapport with customers• You’ve managed various customer problems daily within a software/technical environment, ideally within an enterprise B2B application• You have managed multiple complex tasks while delivering timely updates until resolution• You have a proven track record of being a problem solver who makes decisive, informed decisions• You’ve utilized data to suggest process improvements & stay organized via Microsoft Excel• You’ve explained complex issues in concise, simple terms for key stakeholders.• You are comfortable communicating to customers via email, video call, phone and live chat.• You are an empathizer; you connect with customers in a genuine way that lets them know you care about their issues• You’ve shown the ability to be a great teammate that can both follow and lead depending on the situation• You’ve shown the ability to work in a tier-based environment which requires documenting cases for further investigation• You are curious and have a natural ability to "zoom-out" of a problem, in order to ask the right questionsThe following are a bonus!• Zendesk experience is a plus• Knowledge of SQLLife @ BrightflagWe’re growing fast and so is the experience we can offer you:• The exposure and support you need to learn, grow, and progress your career in a rapidly growing scale-up.• Day to day business problems to solve and the trust and autonomy you need to go and solve them.• A sound, helpful team, in a friendly, values-driven, and inclusive environment.• Competitive salary range.• Share options• 20 days holidays + 4 annual reset days (1 each quarter).• Comprehensive health insurance.• Learning subsidy annually, to spend as you wish, plus study and examination leave where applicable.• Fully remote working location (West Coast only, PST time zone)• Our ‘bookworm’ program also enables you to order a book a month...on us!• Wellbeing program & mental health supports.• Home office set-up supports.We are a diverse and inclusive bunch of people. We welcome diverse perspectives and people who make every day count and strive for constant improvement. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or raceLocation & EligibilityThis role is fully remote across the West Coast (Pacific Standard Time).We get our teams together once per quarter in person. This will involve 2 trips to Dublin for an all-company event and 2 trips to NYC for team meet ups.Your time is valuable. To help with your application, we advise that regrettably we cannot offer work permit sponsorship/ self sponsorship for this role.About BrightflagHello, we’re Brightflag - one of the fastest-growing tech startups in the legal world - we’re on a mission to transform legal operations. Our patented AI-powered software combined with a best-in-class Customer Success team empowers corporate legal teams to do better, no matter the starting point. Our SaaS platform was the first to apply artificial intelligence and machine learning to legal operations management and has invested more than 100,000+ hours in its development. Using Brightflag, corporate legal teams achieve visibility into their operations, streamline internal workflows, and engage with outside counsel more efficiently. You can learn more about Brightflag here.