Customer Care Technical Support, Proof Technology
Compensation range: $21.00 - $23.00. + Eligible to participate in company bonus plan
5 days a week in office
Connecting law firms with process servers
Be an early applicant
Connecting law firms with process servers
101-200 employees
Be an early applicant
Compensation range: $21.00 - $23.00. + Eligible to participate in company bonus plan
5 days a week in office
101-200 employees
Company mission
To revolutionize the service of process.
Role
Who you are
- We're looking for an enthusiastic problem solver who is customer-friendly, detail-oriented, and possesses soft technical support skills
- You are comfortable with MacOS and can troubleshoot issues on iPhone or Android devices
- Experience: Minimum of 2 years of experience in customer support or a related field, with a focus on handling complex client issues, both technical and operational
- Communication Skills: Excellent verbal and written communication skills. Ability to convey information clearly and effectively professionally for both customers and internal employees
- Problem-Solving Skills: Strong analytical skills with the ability to think critically and develop effective solutions. Be able to use the Proof mobile app and troubleshoot any issues within iOS or Android. The ability to dissect a job placed on the Proof platform thoroughly, with a deep understanding of how all systems work, to resolve a customer’s root issue effectively
- Customer Focus: Passion for helping customers and providing a high level of service. Ability to handle difficult situations with patience and empathy
- Technical Skills: Proficiency in using customer support software and tools such as Intercom, Hubspot, Linear, and other applications as they come up. Basic understanding of the technical aspects of the products/services the company offers. Essential to have a strong familiarity with macOS, with an understanding of iOS and Android devices
- Team Player: Ability to work collaboratively with other team members and departments
- Adaptability: Flexibility to adapt to changing priorities and handle multiple tasks simultaneously
- Detail-Oriented: Strong attention to detail and organizational skills
- Motivated: Self-motivated and able to work independently in a fast-paced environment
- Must be able to work in the Denver office 5 days/week
What the job involves
- You will be primarily responsible for managing our process server interactions to address escalated issues, resolve technical problems that come from the mobile app, and ensure the highest level of customer success
- We are the ‘front door’ of Proof, overlooking many first-time experiences of new clients, long-time customers, or potential prospects contacting Proof
- You may support law firm clients, individuals representing themselves in legal matters, process servers, and/or internal teammates by providing solutions via phone, email, and other communication channels
- You will review bug tickets and give anywhere from basic troubleshooting to reviewing back-end data to see the root cause of a server issue
- You'll be a key team member working directly for the Customer Care Lead, with an excellent opportunity for professional growth and independence
- We seek someone eager to learn, who understands the importance of customer satisfaction, and is willing to dive in and work as part of a team
- Handle Level 1 inquiries and escalated inquiries: Level 1 inquiries could be issues such as providing basic troubleshooting or education on the server’s experience with the platform. Manage escalated customer issues such as technical problems with the Proof platform or mobile app, support for server payout concerns, and other more technical matters that may require submitting a tech ticket
- Customer Interaction: Communicate with law firms, individuals, process servers, and/or Internal teammates via phone, email, and chat to understand their issues and provide assistance
- Triage Issues: Analyze customer trends, reporting findings to the appropriate team for review with cross-collaboration. Work closely with other departments (e.g., Platform Operations, Product, Engineers, Marketplace Supply) to resolve customer issues, process server issues, and improve processes
- Documentation: Maintain accurate records of customer interactions and issues in the customer support system. When applicable, provide feedback for review to the appropriate departments or Slack channels
- Guidance: Assist in providing internal employees with common issues and solutions
- Customer Satisfaction: Maintain overall customer happiness by providing solutions within chat, email, or phone. For heightened concerns beyond Level 2 issues, able to assist and transfer to the correct department to help retain or resolve client concerns
Our take
Proof is an e-filing and service process platform for the legal industry, connecting law firms and professional process servers with the intention of delivering legal documents efficiently and transparently.
Currently based in the US, Proof Technology saves law firms time in connecting with clients through its bulk upload, geo-tagging, and direct communication features. The company has kept its head above the competition through strategic partnerships with the likes of Clio, a legal tech cloud server, bolstering both companies' capabilities.
With an impressive Series B awarded to Proof in 2024, the company will accelerate platform growth and expand its services.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
57% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2024
$30.4m
SERIES B
Dec 2022
$3.3m
EARLY VC
Total funding: $40.7m
Company benefits
- Full time, hourly position
- Medical, dental, vision, and disability insurance and 401K available
- Fully Remote - ideally within the location of market you manage
- Phone and Internet monthly stipend
- Flexible Time Off and Holidays
- Equipment provided
Company HQ
City Park West, Denver, CO
Leadership
Eric Voogt
(CEO & Co-Founder)Currently President at Glade Voogt Lopez Smith PC. Previously Associate at Spencer Fane Britt & Browne and Engineer at Cessna Aircraft Company.
Mark Kreloff
(Board Member & Co-Founder)Previously Managing Director at Bioenergy Devco, Professor of Practice at Qversity and Partner at Kreloff Capital.
Matt Jaffe
(Co-Founder)Currently CEO & Co-Founder at 303 Software, Inclusion Chair at Entrepreneurs' Organization, Ski Instructor at Vail Resorts. Previously President at Entrepreneurs' Organization.
Stefan Ramsboot
(Co-Founder)Previously Chairman and Co-Founder at 303 Software, Head of Product at Base Operations, CTO & Co-Founder atPipeline Equity and Co-Founder at MyRounding Solutions.
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