Customer Support Specialist, Clio
£37.4-50.6k
Legal practice management software
Job no longer available
Legal practice management software
1001+ employees
Job no longer available
£37.4-50.6k
1001+ employees
Company mission
Clio's mission is to build cloud-based and client-centred technology that will transform the legal experience for all.
Role
Who you are
- A passion for providing a high level of customer service and being willing to go the extra mile in all your engagements
- Exemplary communication skills across both written and verbal interactions
- Previous experience in a customer facing technical support role
- Prior experience of working with cloud-based software or Azure hosted applications
- Working knowledge of Microsoft SQL could be an advantage
- Demonstrate a keen interest in improving your craft by using AI
- Although not essential, previous experience of working within the legal industry could be beneficial
What the job involves
- We are looking for an enthusiastic and dedicated Service Desk Consultant to join our growing team of support professionals who consistently strive to provide an exemplary support experience to a variety of customers across the globe, working at the cutting edge of legal technology!
- As a Service Desk Consultant for ShareDo, you will be responsible for providing reliable technical support to customers using our enterprise SaaS platform
- Your primary duties will include reviewing and resolving incoming support tickets, ensuring that issues are addressed within the agreed Service Level Agreements (SLAs), and collaborating with internal teams to ensure timely and accurate resolutions
- You will act as a key point of contact for customers, troubleshooting technical issues, providing guidance on platform usage, and escalating complex problems when necessary
- A key focus of this role will also be around continuous process improvement
- You will regularly review tickets to identify trends, recurring issues, and potential areas for improvement
- By analysing past support cases, you will work proactively to implement better solutions, streamline workflows, and enhance the overall customer experience
- Your contributions will help drive the ongoing optimisation of our Service Desk operations, ensuring a more efficient and effective support process for both clients and internal teams
- 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 your 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 your 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
Our take
Modern law firms increasingly manage their work digitally but the lack of a specialised remote solution means that workflows have become fragmented. This leads to legal practice managers having to juggle multiple software solutions across various devices.
Clio provides a legal practice management platform designed for law firms, allowing users to manage billing for legal aid cases, access and manage documents and store files across multiple devices. Whilst other startups are operating in this niche, Clio has uniquely focussed on synchronisation across remote devices and on a wide range of integrations, allowing the user to access information from other industry standard software such as Xero and Klyant from within a single interface.
Clio has raised a large amount of investment capital and benefited from the COVID-era move to cloud technologies. Most recently, it raised a 2024 Series F round, which saw the company attain a valuation exceeding $3 billion. This funding is being used to accelerate AI development and to allow existing investors and employees to cash out their shares.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Company equity
- $500 contribution when you become a parent and/or guardian
- 4-week minimum vacation
- Work from home when you need to (role-specific)
- Parental leave options for moms and dads
- Customizable extended health benefits (including $2000 per year to spend on counseling)
- Wellness programs including an onsite naturopath physiotherapist, and RMT (location-dependent), healthy snacks, and exercise classes
Company HQ
Burnaby, BC
Leadership
Jack Newton
(Founder & CEO)Experience as Director of Product Development for Chenomx Inc. from 2004 to 2009. Advisor for Logikcull.com, dealcloser, and Athennian.
Rian Gauvreau
(Board Member)Experience developing legal technology for Gowling Lafleur Henderson LLP from 2000 to 2008. Graduated the University of British Columbia with an M.B.A. in Strategic Management in 2011.
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