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Posted 8 months ago
Requirements and responsibilities
The CompanyAlt Legal is a forward-thinking company changing how trademark professionals manage global intellectual property. Trusted by over 1,000 global law firms, IP boutiques, and Fortune 100 companies, our platform automates and simplifies IP management, helping legal professionals efficiently handle filings, manage deadlines, and identify infringement. Managing millions of filings, Alt Legal is recognized as one of the most respected trademark companies in the IP world. Our mission is to make trademark professionals’ lives easier through powerful automation, integrated tools, and exceptional customer service. 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 external and internal requests. As the first point of contact for customers through our multiple channels of communication, (live chat, email, and phone), you will be helping customers solve their problems and navigate our software. You will also regularly train new customers as well as existing ones to ensure that they are getting the most out of our software. ResponsibilitiesAct as a first point of contact for all day-to-day questions received via Alt Legal’s support email, live chat, and phone line.Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer’s satisfaction in a timely and careful manner.Escalate system-wide issues to the product team and ensure issues are communicated to relevant internal teams.Look for commonalities in client questions and proactively provide input to the Customer Success and Product Teams to enhance training materials and documentation, as well as to enhance the product.Provide platform training to key stakeholders and end-users, connecting the value of Alt Legal to client initiatives.Work directly with clients advising them on how to best leverage Alt Legal in coordination with the relevant Customer Success Manager.Work to understand key client use cases and attributes in order to provide context-driven responses and training.Provide exceptional service to clients in order to help support the Customer Success team’s goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health.Stay current with system changes and updates.Act as the client advocate, working cross-departmentally with internal teams to successfully resolve client concerns and questions.What we’d like to see in the ideal candidate4+ years’ experience in client-facing role, involving support of SaaS or professional web-based solutions2+ years’ Work-from-Home ExperienceIntermediate knowledge of MS Office and Google programs, particularly Excel and Google SheetsAbility to recognize gaps in their own knowledge and seek instructionKeen attention to detailStrong written and verbal communication skillsAbility to manage multiple and sometimes conflicting prioritiesAbility to think on your feet and switch gears easilyProven ability to juggle multiple projects at a time, while maintaining sharp attention to detailSuperb personal organizational skills to ensure all client commitments are metAbility to empathize with and advocate for our customersAbility to quickly learn new concepts and teach othersStrong interest in technologyExcellent problem-solving skillsGood sense of humorWhat you getAlt Legal is a customer-obsessed, forward-thinking company that believes great technology should simplify and empower. Our mission is to transform intellectual property management through intuitive automation and exceptional service. We’re proud to support over 1,000 global law firms and companies—and even more excited about the growth potential ahead of us.We’re a collaborative, kind, and diverse team that thrives in open, inclusive, and positive environments. We believe that a variety of perspectives leads to better ideas and stronger outcomes. Founded on the values of innovation, simplicity, and support, we ensure that every team member can grow while making meaningful contributions. Alt Legal is LGBTQ+ friendly, and we enthusiastically encourage individuals of all backgrounds to apply.How to applyIf you’re interested, you should submit your application via our web portal, with a resume in PDF, along with a cover letter explaining your specific interest in this role and why you'd like to join the Alt Legal team. Please also include a sample email where you're explaining to a customer how to favorite/bookmark your favorite website In Chrome.Our applications are still reviewed by humans! Please pardon any delayed responses.
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