[Remote] Customer Support Specialist at Clio

England, United Kingdom

Apply Now

Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, SaaSIndustries

Requirements

A passion for providing a high level of customer service and being willing to go the extra mile in all engagements
Exemplary communication skills across both written and verbal interactions
Previous experience in a customer facing technical role

Responsibilities

Build and maintain strong relationships with customers, providing a high level of support and service
Prioritise a high level of communication to ensure customers receive timely responses and updates on tickets
Develop a good understanding of the ShareDo product and how to provide effective first-line triage for support issues
Use product knowledge to manage customer expectations and deliver solutions effectively, aiming to reduce the need for escalations
Maintain a high "first fix" ratio by resolving tickets at the first point of contact wherever possible, without needing to escalate to second-line support
Contribute ideas and experience to the ongoing development of best practices
Innovate new ideas for process improvements, ensuring they are escalated and actioned appropriately
Contribute towards ticket analysis to improve knowledge and training across the team and wider business
Assist in prioritising tickets within the Service Desk, ensuring that issues are addressed in order of importance and urgency
Act as the first line of contact for support requests from both new and existing customers, providing prompt and professional assistance
Perform the initial triage of tickets, analyse the issue, and, where necessary, escalate for development
Monitor progress on outstanding bug fixes and provide updates to customers as required
Work within the boundaries of Service Level Agreements (SLAs) to ensure timely responses and resolutions
Proactively monitor support dashboards to identify and raise tickets on behalf of customers where needed
Coordinate with customers regarding the status of open issues, ensuring clear communication
Assist in compiling monthly reports on Service Desk performance and ticket resolution

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingSaaSCustomer ServiceTicket ResolutionSLA ManagementProcess ImprovementCustomer EngagementProduct Knowledge

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time role.

What are the key responsibilities of the Service Desk Consultant?

Responsibilities include reviewing and resolving support tickets within SLAs, troubleshooting technical issues, building customer relationships, analyzing tickets for process improvements, and contributing to service desk best practices.

What skills or qualities are needed for this role?

The role requires enthusiasm, dedication, strong customer communication, product knowledge for first-line triage, high 'first fix' ratio, and skills in process improvement and ticket analysis.

What is the company culture like at Clio?

Clio has a growing team of support professionals striving for exemplary support, innovation in process improvements, collaboration with internal teams, and a focus on optimizing operations at the cutting edge of legal technology.

What makes a strong candidate for this position?

Strong candidates are enthusiastic, dedicated individuals with experience in technical support, customer engagement, product knowledge, process innovation, and the ability to achieve high first-fix ratios while analyzing tickets for improvements.

Clio

Legal practice management software provider

About Clio

Clio provides legal practice management software that helps law firms operate more efficiently. Its two main products, Clio Grow and Clio Manage, serve different purposes: Clio Grow enhances the client intake process and engagement, while Clio Manage allows firms to organize tasks, manage cases, handle documents, and process payments in one platform. Clio caters to a diverse clientele, from solo practitioners to large firms, and operates on a subscription model, charging users monthly or annually for access to its software. The goal of Clio is to improve the efficiency of legal practices and reduce administrative burdens, ultimately supporting their growth.

Burnaby, CanadaHeadquarters

2008Year Founded

$1,279.9MTotal Funding

SERIES_FCompany Stage

LegalIndustries

1,001-5,000Employees

Benefits

Company equity

401k

Parental leave options and stipend

Flexible paid time off

Stipend to support WFH

Various wellness benefitsand programs

Risks

Emerging AI-driven legal tech startups could challenge Clio's market share.

Staying private may limit Clio's access to public market capital.

Significant investment in AI and expansion may strain Clio's resources.

Differentiation

Clio offers a comprehensive suite for law firm management, including client intake and payments.

Clio's products, Clio Grow and Clio Manage, streamline operations for legal professionals.

Clio's cloud-based platform supports solo practitioners and large law firms alike.

Upsides

Clio raised $900M in 2024, marking the largest Canadian software funding round.

Clio plans to enhance AI capabilities and expand into international markets.

Clio's subscription model generates $200M in annual recurring revenue.

Land your dream remote job 3x faster with AI

Try Jobo Free