Customer Support Specialist - PracticePanther

What is the role?

You are responsible for communicating with clients to resolve inquiries in a timely manner. You will work with clients to answer questions, identify bugs, and resolve issues. You will relay feedback to our product and development teams and be the voice of our customer to mitigate client requests and issues professionally.

In this role, you will:

• Responsible for providing high level support via Phone, Chat, & Email
• Identifying and resolving client issues/concerns
• Establish customer relationships
• Improve client retention
• Diagnose bugs
• Communicate customer issues/requests to development team
• Working with the latest cloud support systems such as Zendesk/Intercom, Salesforce, JIRA, etc
• Other duties as assigned

Qualifications

• 2+ years customer support experience
• 2+ years SaaS environment experience
• Knowledge in the legal industry advantageous
• Knowledge with SalesForce, Zendesk/Intercom, JIRA, G Suite

Who is the ideal candidate?

• Must be patient, empathetic, and have great communication skills
• Data driven individual
• Strong interpersonal skills to work collaboratively with different departments
• Comfortable with technology and learning new software
• Ability to handle escalated customer issues
• Self-motivated, diligent, and can inspire others
• Excellent verbal and written communication skills
• Organized, detail oriented, and able to manage multiple tasks
• Must be personable and enjoy working in a client-facing role
• Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical

Why should you join Paradigm?

Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate, and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms - PracticePanther, Bill4Time, MerusCase, and LollyLaw - in addition to payments and accounting solutions powered by Headnote and TrustBooks.

Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.

Benefits/Perks

• Competitive salary
• Hours: 8-5 PST / 11-8 EST
• Paid vacation + sick and parental leave
• Remote working flexibility
• Budget for home office improvements
• Company culture that encourages work / life balance
• 100% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
• Bi-annual company retreats and many other fun activities to bring our team together (physically or virtually) as often as possible!