Customer Support Specialist Job at Alt Legal, Remote

Q0REUFk3UU1hQi9tMVF6RXJDREZvMngxZ1E9PQ==
  • Alt Legal
  • Remote

Job Description

We are looking to add a Customer Support Specialist to our growing team. You can find more information below!

--------------------------------------------------------------------------

Customer Support Specialist at Alt Legal (Remote)

Location: Remote

The Company:

Alt 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 Description

Reporting 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. 

Your specific responsibilities:

  • Act 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 candidate:

  • 4+ years' experience in client-facing role, involving support of SaaS or professional web-based solutions
  • 2+ years' Work-from-Home Experience
  • Intermediate knowledge of MS Office and Google programs, particularly Excel and Google Sheets
  • Ability to recognize gaps in their own knowledge and seek instruction
  • Keen attention to detail
  • Strong written and verbal communication skills
  • Ability to manage multiple and sometimes conflicting priorities
  • Ability to think on your feet and switch gears easily
  • Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
  • Superb personal organizational skills to ensure all client commitments are met
  • Ability to empathize with and advocate for our customers
  • Ability to quickly learn new concepts and teach others
  • Strong interest in technology
  • Excellent problem-solving skills
  • Good sense of humor

What you get:

Alt 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 apply: 

If 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.

Job Tags

Remote job, Full time,

Similar Jobs

Radical Renovations LLC

Tile Installer Job at Radical Renovations LLC

 ...Looking for an experienced Tile installer with an exceptional work ethic to join our team for a full-time position. Continuous work throughout the year. Must have experience in with large format and standard tile, different types of grouts including epoxy, Schluter shower... 

Language Trainers

Language teacher - French | ID955124 Job at Language Trainers

 ...Language Trainers is a successful language training company working with freelance teachers of 70different languages in hundreds of towns...  ...Language, Anytime, Anywhere! We are currently looking for a Frenchlanguage teacher for one of our clients in Miami Beach .... 

St. Joseph County, IN

Correctional Officer Job at St. Joseph County, IN

Supervises inmates in the St. Joseph County Jail in accordance with established policies, regulations, orders and procedures by performing the required duties. Essential Functions: Observes inmate conduct and behavior. Takes necessary actions to prevent disturbance and...

Pacific First Aid Ltd.

Warehouse Associate Job at Pacific First Aid Ltd.

Pacific First Aid Ltd. in Vancouver, BC is seeking motivated and organized individuals. This position will be responsible for warehouse shipping and receiving operations. PRINCIPAL DUTIES AND RESPONSIBILITIES Coordinate and work closely with internal departments...

Distributor Wire & Cable

IT Help Desk Technician Job at Distributor Wire & Cable

 ...company? You've come to the right place! We are looking for an IT Help Desk technician to join the team, responsible for providing technical...  ...problem-solving skills and attention to detail. Ability to work independently as well as in a team environment. Familiarity...