Customer Support Specialist, Clio

• Our team members are smart, engaged, resourceful and driven
• They live into our values by thriving as a team, approaching situations with optimism and a solutions-oriented, human-centred mindset to help each other and help our customers win
• Confidence in your ability to connect with a wide range of people and love for working with customers of all skill levels and personality types
• Excitement about finding new and complex problems to solve
• Tech-savviness and excitement to dive into learning new platforms
• Strong verbal communication skills, ability to express yourself in a clear, concise, and empathetic manner
• Patience, compassion and understanding
• Curiosity to strive to continuously improve and learn
• Ability to thrive at multitasking and prioritizing in a fast-paced environment
• Excellent writing skills, and the ability to write in a professional tone with little to no grammatical or spelling errors
• Self-driven attitude and willing to take initiative to grow your skills
• Fun, outgoing, and engaging personality - and love to work as a cohesive team

Desirable

• We are currently seeking a Customer Support Specialist to join our Customer Support Team in our Burnaby office
• This team is high energy and fast paced, and while our number one goal is to provide an effortless customer experience (fast, high-quality answers to any question), we are also hyper-focused on sharing the value of Clio products with our customers
• This is a full time, permanent position. Our Customer Support Specialists work with a flex shift model; this means you will be given a 90 minute window in which your shifts will start and end
• The start time may change day to day within that window however you will always know your shifts two weeks in advance
• Our shift requirements for new hires change on a regular basisto meet business requirements. Right now, we're looking to fill one evening shift with a start time between 2:30pm - 4:00pm PT
• Handling a high volume of inbound requests by phone, chat, and email with a focus on making the customer experience as effortless as possible
• Becoming an expert in all of Clio’s features and functionality with the ability to speak to the additional value that Clio provides
• Methodically troubleshooting technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and Customer Success teams
• Confidently handling a wide variety of inquiries, providing guidance, needs-based solutions and proactively identifying the customers next challenge to help them get the most out of working with Clio
• Coaching our users to leverage self-serve resources and group training opportunities
• Identifying when a customer is a fit for additional products or services, and connecting them with the appropriate team to discuss options further
• Capturing feedback on the product for use by our Product team
• Owning your own development and career growth to get better everyday!

• 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
• RRSP-matching

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.