Full-Time Customer Support Specialist

Customer Support Specialist at Alt Legal (Remote)

The Company:Alt Legal is a fast-growing SaaS-based legal technology company. Our intuitive software helps IP professionals create, maintain, and analyze trademarks and other IP assets. We are a diverse, virtual team in a collaborative environment.

Job DescriptionReporting to the Director of Customer Support, the Customer Support Specialist role will be responsible for interacting with customers and executing a range of requests.

As the first point of contact, you will use multiple communication channels (live chat, email, and phone) to help customers solve problems and navigate our software. You will also train new and existing customers.

• Act as the first point of contact for daily questions via email, live chat, and phone.
• Resolve issues directly or escalate to internal resources for timely resolution.
• Escalate system-wide issues to the product team.
• Identify common customer questions and provide feedback to enhance training materials and documentation.
• Provide platform training to clients and stakeholders.
• Advise clients on best practices for using Alt Legal, in coordination with Customer Success Managers.
• Understand client use cases to provide context-driven support and training.
• Provide exceptional service to support Customer Success team goals.
• Stay current with system changes and updates.
• Act as the client advocate, resolving concerns.

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

• 4+ years experience in a client-facing role supporting SaaS solutions
• 2+ years work-from-home experience
• Intermediate knowledge of MS Office and Google programs (Excel, Google Sheets)
• Strong written and verbal communication skills
• Ability to manage multiple priorities
• Problem-solving skills
• Strong organizational skills
• Empathy and customer advocacy skills
• Ability to quickly learn new concepts and teach others
• Strong interest in technology

What you get:

• Collaborative and challenging work environment
• Flexible vacation, remote work options, healthcare coverage, and growth opportunities
• Commitment to a diverse and inclusive workplace

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